AccountId: 011433970860
ContactId: c9e4dc13-f74b-4ca3-9e70-d642efb48d0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89459 ms
Total Talk Time (AGENT): 38551 ms
Total Talk Time (CUSTOMER): 33917 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/c9e4dc13-f74b-4ca3-9e70-d642efb48d0d_20250123T14:41_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][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from Advanced Pena Tulsa. I'm needing to make sure patient's active and current with their policy, please.
[AGENT][POSITIVE] OK, I can definitely 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] Mhm call back number is [PII]. Policy number is 01986433.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [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 the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, and is there a reference number for this call, [PII]?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date.
[AGENT][NEUTRAL] And the first initial of my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much [PII] for your help I really appreciate it.
[AGENT][POSITIVE] You're very welcome, [PII] and thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.