AccountId: 011433970860
ContactId: b954616b-fa9d-42e0-a63a-1f00175fae04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107730 ms
Total Talk Time (AGENT): 40797 ms
Total Talk Time (CUSTOMER): 61730 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/b954616b-fa9d-42e0-a63a-1f00175fae04_20250219T19:10_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]. I'm calling from uh Community care physicians. We're a provider's office, and I'm just calling to um to get eligibility in a term date on a member if I could.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, it's area code [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh yes, that is outpatient. It's 1271051, and that has ML8 Mary Larry 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, yes, it's [PII] and his date of birth, let me get out of here, is [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 And I am showing the policy is no longer active. Um, it was effective from [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]. OK, great, thank you and uh and do you offer any reference numbers or?
[AGENT][NEUTRAL] Um, 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. OK, great. Thank you, [PII]. Um, enjoy the rest of your day and stay safe and stay well.
[AGENT][POSITIVE] Thank you, you also, and thanks for calling APL.
[CUSTOMER][POSITIVE] OK take care bye bye.
[AGENT][NEUTRAL] Bye bye.