AccountId: 011433970860
ContactId: c4b0cb03-c35d-463f-98f0-503c139c0063
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149389 ms
Total Talk Time (AGENT): 65939 ms
Total Talk Time (CUSTOMER): 35015 ms
Interruptions: 0
Overall Sentiment: AGENT=4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/c4b0cb03-c35d-463f-98f0-503c139c0063_20250530T12:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I need to get eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, you have one patient for eligibility and benefits. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] Um, 02030140.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the information that I do provide for you today, [PII] will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Uh gla, last name is [PII] Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I do see that she had been a subscriber on the supplemental policy, but this policy is no longer active. This policy was in effect from [PII] to its term date of [PII], and there is no other active policy with APO.
[CUSTOMER][NEUTRAL] OK, perfect. I needed to confirm. Thank you, [PII], is there a reference number for our call?
[AGENT][POSITIVE] Well, you're welcome.
[AGENT][POSITIVE] Uh, yes, ma'am. You will actually use my name along with today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you.
[AGENT][POSITIVE] OK, well, you're certainly welcome. And if that is all I can help you with, thank you again for calling APO and I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.