AccountId: 011433970860
ContactId: c82f05e2-47ad-405a-81f6-06d5899ae74b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140639 ms
Total Talk Time (AGENT): 52161 ms
Total Talk Time (CUSTOMER): 48999 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/c82f05e2-47ad-405a-81f6-06d5899ae74b_20250407T18:54_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, this is [PII] speaking. I'm calling for provider offer. I'm looking for eligibility and benefits.
[AGENT][NEUTRAL] OK, well, I can help you with both the eligibility and benefits, and did you say your name was [PII] as well?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. Just give me one second.
[CUSTOMER][NEUTRAL] Uh, my callback number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02566508.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Just give me a moment. Uh, patient's first name is and the last name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Oh, Can you hear me?
[AGENT][NEUTRAL] Yes, what type of benefits did you want to go over today? Yes, I can hear you.
[CUSTOMER][NEUTRAL] Uh, no, I don't want. Uh, can you please give me any reference number for this call?
[AGENT][NEUTRAL] Oh, you just want an eligibility. OK. Um, so there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, [PII], that's all from me. Thank you. Have a nice day.
[AGENT][POSITIVE] You also, and thanks for calling APL. I hope you have a great day.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.