AccountId: 011433970860
ContactId: c4fca20e-c0d3-4798-acf5-7082f20f1ee7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93940 ms
Total Talk Time (AGENT): 41139 ms
Total Talk Time (CUSTOMER): 49402 ms
Interruptions: 3
Overall Sentiment: AGENT=3.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/c4fca20e-c0d3-4798-acf5-7082f20f1ee7_20250328T14:53_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][POSITIVE] Good morning. Thank you for calling HCL.
[CUSTOMER][NEUTRAL] Oh yes. Hi, my name is [PII]. I'm calling from Baptist MD Anderson Cancer Center. I'm calling to verify patients eligibility.
[AGENT][POSITIVE] OK, well, 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 and the policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] Policy number is 024723.
[CUSTOMER][NEUTRAL] 55 ML 8.
[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] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] Thank you for all the
[CUSTOMER][NEUTRAL] Verification of a guarantee of payment and I am showing that.
[CUSTOMER][POSITIVE] Great, thank you very much.
[AGENT][POSITIVE] You're very welcome. Did you need to go over the benefits as well?
[CUSTOMER][NEUTRAL] You're welcome. Did you
[CUSTOMER][NEUTRAL] Uh, no, that won't be necessary. You got a reference number for the call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date, and the first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Call
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] Great thank you very much.
[AGENT][POSITIVE] You're very welcome, [PII], and thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You're very welcome, [PII], and thanks for calling ATL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you