AccountId: 011433970860
ContactId: c66e2da0-918d-47c7-a2c1-14b613f7a3f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105739 ms
Total Talk Time (AGENT): 55661 ms
Total Talk Time (CUSTOMER): 41109 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/c66e2da0-918d-47c7-a2c1-14b613f7a3f1_20241231T21:24_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, I'm [PII] from provider's office. I'm calling to track member eligibility and benefits.
[AGENT][NEUTRAL] OK, [PII], you're needing eligibility and benefits, is that correct?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][POSITIVE] Yes, I can help you with those things. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] 019787007 and [PII] 7.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And any 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 date of birth?
[CUSTOMER][NEUTRAL] Uh, first name is [PII]. Last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. So she had been the subscriber on this policy, however, the policy number you provided for me is no longer active. This policy was active from [PII], and there is no other active coverage beyond that point.
[CUSTOMER][POSITIVE] Thank you so much for that information um.
[AGENT][POSITIVE] Yes, you're welcome.
[CUSTOMER][NEUTRAL] May I also get the reference number for this call?
[AGENT][NEUTRAL] Yes, it would be my name along with today's date.
[CUSTOMER][POSITIVE] All right. Thank you so much, [PII], for assisting me today. Have a wonderful day. Happy [PII].
[AGENT][POSITIVE] Well, you're welcome. Absolutely, [PII]. It was my pleasure and [PII] to you as well, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Bye now thank you.
[AGENT][NEUTRAL] Bye bye. Uh-huh