AccountId: 011433970860
ContactId: b0d0ac07-c95e-42d2-a995-ef22790667b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97190 ms
Total Talk Time (AGENT): 55160 ms
Total Talk Time (CUSTOMER): 29748 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/b0d0ac07-c95e-42d2-a995-ef22790667b6_20250106T18:52_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi and I'm calling from the provider's office to get um benefits and eligibility on a member.
[AGENT][POSITIVE] OK, well, I can definitely help you with the benefits and the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] 01661875 M for Mary L for Larry 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm showing this particular policy is no longer active. It was effective from [PII].
[AGENT][NEUTRAL] They did have a policy after that, but it turned on [PII]. Do you need that information?
[CUSTOMER][NEUTRAL] Uh, no, that'd be fine, thank you.
[AGENT][POSITIVE] OK. You're welcome. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Um, uh, can I have a reference number for the call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. Um so that's [PII] The first initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.