AccountId: 011433970860
ContactId: bc761e67-fec8-426e-96a9-825fbc8acbb9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97279 ms
Total Talk Time (AGENT): 57640 ms
Total Talk Time (CUSTOMER): 28721 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/bc761e67-fec8-426e-96a9-825fbc8acbb9_20250522T15:31_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][POSITIVE] Good morning. I'd like to verify benefits for one of your members please.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and a good callback number, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, [PII], thank you. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, uh, policy number is 02155897.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] All right, thank you. It'd be my pleasure to assist you with eligibility and benefits for [PII].
[AGENT][NEUTRAL] I am showing her policy is active with the effective date of [PII]. Excuse me, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is a limited indemnity policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any specific benefits?
[CUSTOMER][NEUTRAL] And then uh
[CUSTOMER][NEUTRAL] No ma'am, what is a reference number for the call please?
[AGENT][POSITIVE] Reference number is my name and today's date, and I spell my name [PII]. And [PII], it's been a pleasure to assist you with that eligibility today. Anything else?
[CUSTOMER][POSITIVE] Great
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No ma'am, thank you very much for your help have a great day.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day as well. Take care.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Bye bye.