AccountId: 011433970860
ContactId: c64db9cc-e283-40d7-9357-249ac336f732
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117230 ms
Total Talk Time (AGENT): 40284 ms
Total Talk Time (CUSTOMER): 63271 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/c64db9cc-e283-40d7-9357-249ac336f732_20250501T20:05_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] Yes ma'am, and I was calling to see if you could help me verify eligibility. Can you help me with that, ma'am? OK.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Yes, ma'am. I'll be more than happy to help you. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and my uh contact number will be [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02433350.
[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] Yes, it looks like her first name is [PII], last name is [PII]
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, and do you have like a payer ID or anything like that for this policy?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, our payer ID is 60801.
[CUSTOMER][NEUTRAL] OK, and all plans go to the [PII]?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Is that the billing address, ma'am? OK, all right, OK then, OK, well I appreciate your help thank you so much ma'am thank you and have a great day.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You also and thanks for calling APL.
[CUSTOMER][POSITIVE] Yes thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.