AccountId: 011433970860
ContactId: b3b09ea6-b0d0-468b-8de8-90d5b15a0221
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91809 ms
Total Talk Time (AGENT): 34072 ms
Total Talk Time (CUSTOMER): 38569 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/b3b09ea6-b0d0-468b-8de8-90d5b15a0221_20250606T12:32_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] Um, hey, [PII], my name is [PII], and I need to check eligibility on a member, please.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02100299ML8.
[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] Yes, it 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] OK, and does need authorization, um, and I know it's a uh supplement plan, so I was just checking.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, no, ma'am, no authorization is required.
[CUSTOMER][POSITIVE] OK, alright, well that's all I needed thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great weekend.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.