AccountId: 011433970860
ContactId: b2a966ba-346b-42e7-9bd5-159b313d8f66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112319 ms
Total Talk Time (AGENT): 49439 ms
Total Talk Time (CUSTOMER): 44220 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/b2a966ba-346b-42e7-9bd5-159b313d8f66_20250311T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from Astro Health. I'm trying to verify the benefit for one of my patients.
[AGENT][NEUTRAL] OK, may I have your name again please?
[CUSTOMER][NEUTRAL] [PII], first initial and last name is [PII].
[AGENT][POSITIVE] Thank you so much [PII]. May I also have your call back number if we were disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you very much. I appreciate that. And what is the policy number, please?
[CUSTOMER][NEUTRAL] And the policy number for this page 6194626AML 7.
[AGENT][POSITIVE] Thank you very much. One moment please.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] Thank you very much for the information, [PII], and you're calling for eligibility and benefits. Give me one moment please. Thank you, thank you, and I do apologize, this plan termed as of [PII]. Please bear with me. Let me check to see if there is an active policy, please.
[CUSTOMER][NEUTRAL] Co.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And again it termed as of [PII].
[AGENT][NEGATIVE] And I do not show an active policy on file for the member.
[CUSTOMER][POSITIVE] OK, so let me call the spectrum. Perfect, thank you so much. I really appreciate your help.
[AGENT][POSITIVE] You're welcome, [PII], and thank you very much for calling APL. You have a good day. Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.