AccountId: 011433970860
ContactId: b2a8a40a-4a13-4a3e-ba5d-69bfcb7088d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90819 ms
Total Talk Time (AGENT): 32307 ms
Total Talk Time (CUSTOMER): 31272 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/b2a8a40a-4a13-4a3e-ba5d-69bfcb7088d5_20250418T13:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just trying to check a patient's eligibility.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, uh, the name is [PII].
[CUSTOMER][NEUTRAL] Phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh yes, uh.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, uh, 02564225.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It is uh [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] OK perfect that's all we needed to know.
[AGENT][POSITIVE] Alrighty [PII] well thank you so much for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.