AccountId: 011433970860
ContactId: b83ef331-a514-4451-a660-8a50c0ec56d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137369 ms
Total Talk Time (AGENT): 62823 ms
Total Talk Time (CUSTOMER): 91298 ms
Interruptions: 4
Overall Sentiment: AGENT=3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/b83ef331-a514-4451-a660-8a50c0ec56d4_20250312T17:41_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from Agendia and I'm calling to verify eligibility on the number.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility. And [PII], may I have a good contact number in case we disconnected?
[CUSTOMER][NEUTRAL] Of course that's [PII] and I have a direct extension which is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Of course, I have that as 02462632 ML8.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Of course, I have it as [PII], um, with the date of birth of [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 that the policy is active. It's been effective since Ja Oh, I'm sorry, hold on one moment. It's no longer active. Um, it was effective from [PII].
[CUSTOMER][NEUTRAL] Yeah, well, I mean, we'll, we'll deal with it, but I'll, I'll see if there's maybe.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They did have a policy after that, but that policy also turned on [PII]. Did you need that policy information?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, that's OK. Um, there's just that first one is perfect, um, and you don't show any other coverage on file for the number, correct?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, sounds good thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, if I can get a reference number for the call.
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. Um, the first initial of my last name is [PII] and my first name is [PII]
[CUSTOMER][POSITIVE] Perfect. Thank you so much, and I appreciate that.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. I hope you have a great day, [PII].
[CUSTOMER][POSITIVE] Thank you, you as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.