AccountId: 011433970860
ContactId: c77e523e-30fd-4756-a86d-fd46ca02b5aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91760 ms
Total Talk Time (AGENT): 36277 ms
Total Talk Time (CUSTOMER): 40767 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/c77e523e-30fd-4756-a86d-fd46ca02b5aa_20250224T18:40_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, I'm calling to verify um eligibility for this insurance.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and then the phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is, um, one sec.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] 02140836 M as in Mary.
[CUSTOMER][NEUTRAL] L 7.
[AGENT][NEUTRAL] Thank you for that and I'll, and can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Date of birth, [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][POSITIVE] OK, thank you so much. Do you have a reference number for this call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date, and again, that's [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. Have a good day. Bye.
[AGENT][POSITIVE] You also, thanks for calling APL. Bye-bye.