AccountId: 011433970860
ContactId: c36ca548-55c4-4d61-9000-919d3c0dfe60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119540 ms
Total Talk Time (AGENT): 46936 ms
Total Talk Time (CUSTOMER): 49059 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=3.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/c36ca548-55c4-4d61-9000-919d3c0dfe60_20250527T19:32_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, my number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 01854361ML8.
[AGENT][NEUTRAL] 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] Patient's name is [PII] is the last name [PII] is the first name. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] [PII] perfect.
[CUSTOMER][NEUTRAL] Um, I
[CUSTOMER][POSITIVE] Awesome. Um, do you provide a reference call number?
[AGENT][NEUTRAL] Um, so there's
[CUSTOMER][NEUTRAL] And do you also provide the initial of your last name?
[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 then today's date.
[CUSTOMER][POSITIVE] Perfect. And then is [PII] or [PII]?
[AGENT][NEUTRAL] Um, with [PII].
[CUSTOMER][POSITIVE] OK, perfect. Alright, thank you, [PII].
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that was all. Thank you. Have a great day.
[AGENT][POSITIVE] Alright, thanks for calling APL you also. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye.