AccountId: 011433970860
ContactId: c48c7b6e-230c-4c3c-9b88-cdba92b1df18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121419 ms
Total Talk Time (AGENT): 46791 ms
Total Talk Time (CUSTOMER): 50770 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/c48c7b6e-230c-4c3c-9b88-cdba92b1df18_20250305T18:38_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 from provider's office regarding member eligibility.
[AGENT][POSITIVE] OK, and I'll be more than happy to help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Callback number will be [PII] with an extension [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Member policy number, it's 02574321.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] My full name is [PII] with the date of birth, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] Thank you. And may I also know the group number?
[AGENT][NEUTRAL] Sure, the group number is 80109.
[CUSTOMER][NEUTRAL] And it's a gap policy, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Uh, thank you so much for that. And that's all for today, OK. [PII], is there a reference number for, sorry, one last question for you, sorry for that. May I know whether the number is a subscriber or a dependent in the plan?
[AGENT][NEUTRAL] Um, [PII] is, so it's an individual policy. She's a subscriber.
[CUSTOMER][POSITIVE] Thank you so much for the confirmation and that's all for today, [PII]. Is there a reference number?
[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].
[CUSTOMER][POSITIVE] Thank you so much for that and have a great day and stay safe.
[AGENT][POSITIVE] You also, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's all for today.
[AGENT][POSITIVE] Alright, thanks for calling APO bye bye.
[CUSTOMER][NEUTRAL] Mhm. Bye.