AccountId: 011433970860
ContactId: bcd4a279-f63d-426e-8dfa-340370a609eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107620 ms
Total Talk Time (AGENT): 49988 ms
Total Talk Time (CUSTOMER): 45231 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/bcd4a279-f63d-426e-8dfa-340370a609eb_20250402T13:14_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] Hi [PII], I just need to verify patients eligibility please.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. Phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02460615
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK, first name is [PII]. Last name, I don't, I'm not sure if I'm gonna spell or say it correctly, but it's [PII], um, and date of birth is [PII].
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing she doesn't have any active policies with APL. Um, her medical policy was active from [PII], and there's no other policies with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, so termed on [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] You said, OK. Alrighty, I appreciate your help, and is there a reference number for our call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date and um the first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Um, no, ma'am, that's it. Thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.