AccountId: 011433970860
ContactId: c162423c-d58b-4fd2-9d70-f04da633975a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109019 ms
Total Talk Time (AGENT): 49798 ms
Total Talk Time (CUSTOMER): 43276 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/c162423c-d58b-4fd2-9d70-f04da633975a_20250512T14:09_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], my name is [PII] last initial [PII] I'm just calling to check if a member is eligible for a date of service [PII].
[AGENT][NEUTRAL] OK, I can check the eligibility for you and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the policy number is 02134745ML8.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and yes, the policy was active on your data service. It's been effective since [PII].
[CUSTOMER][POSITIVE] Great, um, just a quick question, is there a group name for this plan?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, hold on one moment. Yes, the group name is oh, Santas, S A N U S Health Corporation.
[CUSTOMER][NEUTRAL] OK, and do you have a reference for the call today?
[AGENT][NEUTRAL] 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], and my name is [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Have a good day.
[AGENT][POSITIVE] You also [PII], thanks for calling APL. Is there anything else I can help with?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much. Take care. Bye.
[AGENT][POSITIVE] Alright. You're welcome have a great day bye bye.