AccountId: 011433970860
ContactId: b2a98c1f-2871-479e-a0ac-7ca2e4555e80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96849 ms
Total Talk Time (AGENT): 40809 ms
Total Talk Time (CUSTOMER): 39988 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/b2a98c1f-2871-479e-a0ac-7ca2e4555e80_20250225T13:42_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 [PII], my name is [PII]. Last name initial [PII]. I'm calling on behalf of a patient to see her eligibility status.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be 980-7777.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII], and then um date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm perfect. OK and you said your name was [PII]. Can I just have a reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, [PII]. OK, perfect, thank you so much and I appreciate it.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that'll be it thank you so much I appreciate it.
[AGENT][POSITIVE] Alright, thanks for calling APL. You're welcome. Bye bye.
[CUSTOMER][POSITIVE] You're welcome bye bye.