AccountId: 011433970860
ContactId: b6a2801d-d415-4cbf-be3a-7bb6e4363362
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126089 ms
Total Talk Time (AGENT): 53306 ms
Total Talk Time (CUSTOMER): 45929 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/b6a2801d-d415-4cbf-be3a-7bb6e4363362_20250114T18:55_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon, um, I'm calling you to verify eligibility and outpatient benefits for the patient, please.
[AGENT][POSITIVE] Yeah, I'd love to help you with eligibility and outpatient benefits today, ma'am. Do you mind if I get your name?
[CUSTOMER][NEUTRAL] My name is [PII] last initial.
[AGENT][POSITIVE] Thank you [PII], and the callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And what's your member's policy number today?
[CUSTOMER][NEUTRAL] 023-315-50.
[AGENT][POSITIVE] Thank you, and give me a moment to get that policy pulled up for you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And can you verify for me please your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII] [PII].
[AGENT][POSITIVE] Thank you so much. I really appreciate that. I do see your patient here. It looks like unfortunately he is no longer active with us. um I can give you his um effective and term date if you'd like.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][POSITIVE] Perfect. I show that he was active from [PII].
[CUSTOMER][NEUTRAL] OK, so expired on last year. OK. Any reference number, please?
[AGENT][NEUTRAL] Oh yeah, you betcha. It's my name, [PII], first initial last name, [PII], and then today's date.
[CUSTOMER][POSITIVE] Thank you so much [PII] for your help, OK? I'll appreciate.
[AGENT][POSITIVE] My pleasure. Thank you, [PII]. You take care.
[CUSTOMER][POSITIVE] Mm bye bye you too thank you.
[AGENT][NEUTRAL] Bye bye.