AccountId: 011433970860
ContactId: ba2da83a-74d5-487b-a79c-9838fccd05a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145210 ms
Total Talk Time (AGENT): 74124 ms
Total Talk Time (CUSTOMER): 45442 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/ba2da83a-74d5-487b-a79c-9838fccd05a1_20250113T16:07_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning [PII]. My name is [PII], and I'm calling to get uh benefits for mutual patient.
[AGENT][NEUTRAL] OK, you're needing benefits and eligibility or just benefits? Both? OK, yes, ma'am. I can help you with that. And could you please spell your name for me so that I don't mess that up? Hm.
[CUSTOMER][POSITIVE] Correct. The benefits and eligibility, yes.
[CUSTOMER][POSITIVE] Absolutely, it's [PII]
[AGENT][NEUTRAL] OK, [PII], thank you. And what is your callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number.
[CUSTOMER][NEUTRAL] The policy number is 01936726.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's the last name is [PII], first name [PII] with a date of birth of [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, so I do see that he had been a subscriber, Annetta on this policy. This policy was active from [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To its term date of [PII], and there is no other active policy with APO.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK, [PII], thank you for the information. And would you want me to provide you with the reference number?
[AGENT][NEUTRAL] Well, sure, you will actually use my name along with today's date and if you need the first initial and added to my last name, it is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, thank you so much for help, [PII]. You have a great day.
[AGENT][POSITIVE] Well, you are certainly welcome and thank you. I hope you have a great day as well, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.