AccountId: 011433970860
ContactId: bb6b0f56-acb3-47fb-be27-f2e29d479c11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140100 ms
Total Talk Time (AGENT): 69634 ms
Total Talk Time (CUSTOMER): 57310 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/bb6b0f56-acb3-47fb-be27-f2e29d479c11_20250122T21:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was just calling to verify benefits for a patient.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can assist with that, [PII]. May I please have your callback number if we are disconnected?
[CUSTOMER][NEUTRAL] Callback number is [PII] option one.
[AGENT][POSITIVE] Thank you so much. And what is your policy number, please?
[CUSTOMER][NEUTRAL] I have policy number 01450248.
[CUSTOMER][NEUTRAL] M like Mike. L like Larry 5.
[AGENT][POSITIVE] OK, thank you very much. One moment please.
[AGENT][NEUTRAL] And let me just repeat that to you, please, [PII]. I have that as 01450248 ML 5.
[CUSTOMER][NEUTRAL] Um, it was 015, I'm sorry 00 my gosh, 014502. I'm not sure if you got that too in there.
[AGENT][NEUTRAL] Uh, yes, yes.
[CUSTOMER][NEUTRAL] Then 40 OK.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] This is for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you so much [PII] and you're calling to check eligibility. Give me one moment. OK, OK. The policy shows effective as of [PII], and this policy shows that it termed as of [PII] for the patient or for the member. If you would just bear with me, I can check to see if there is an active policy, please.
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And my apologies, [PII], I did not show an active policy on file for the member.
[CUSTOMER][POSITIVE] OK, no problem, uh, then thank you so much for checking for me, um, so I could just get initial to your last name and a reference number if you happen to do those.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and the initial to my last name is [PII], and we do not do reference numbers, my apologies, but please use my name in today's date.
[CUSTOMER][POSITIVE] Got it. Alright, thank you so much for your help again. I do hope you have yourself a wonderful rest of your day.
[AGENT][POSITIVE] You as well, [PII], and thank you for calling APL and you take care bye.
[CUSTOMER][NEUTRAL] Bye bye.