AccountId: 011433970860
ContactId: bc563a2b-4332-4986-8e3f-562aa9adafb2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94540 ms
Total Talk Time (AGENT): 40198 ms
Total Talk Time (CUSTOMER): 36293 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/bc563a2b-4332-4986-8e3f-562aa9adafb2_20250501T14:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I am calling from Bronal infectious disease, and I am inquiring eligibility on a patient.
[AGENT][NEUTRAL] OK, well I can help you with the eligibility. May I have your name and a good contact number in case we disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII], phone number is [PII] direct line.
[AGENT][NEUTRAL] Thank you. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] It is 02488864.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is uh where did I see it here? I'm so sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [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 active. It's been effective since [PII].
[CUSTOMER][POSITIVE] Perfect, thank you. May I have a reference number for this call?
[AGENT][NEUTRAL] Sure, 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][NEUTRAL] And I'm sorry, what was your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] Perfect thank you so much and I appreciate it.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] That was it.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.