AccountId: 011433970860
ContactId: bbad910d-0056-462a-8206-1aa861350a14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105269 ms
Total Talk Time (AGENT): 40646 ms
Total Talk Time (CUSTOMER): 44008 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/bbad910d-0056-462a-8206-1aa861350a14_20250613T13:42_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII] I'm calling from Mount Sinai. I need a member eligibility, please.
[AGENT][NEUTRAL] OK, well, I can help you with the eligibility and you mean, may I have a good contact number in case we're disconnected and Nipsey number.
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] Policy number is 01986595M for Mary L for 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] Date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII], middle initial [PII]
[CUSTOMER][NEUTRAL] [PII]. I'm gonna spell it. Last name is [PII]
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active and it's been effective since [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Thank you, [PII]. May I have 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. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you. You have a great afternoon.
[AGENT][POSITIVE] Thank you was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] That's it, [PII], we'll talk soon.
[AGENT][POSITIVE] All right, thanks for calling APL. Bye-bye.