AccountId: 011433970860
ContactId: cdd82222-1258-456a-8600-67c387bcb9b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76660 ms
Total Talk Time (AGENT): 42869 ms
Total Talk Time (CUSTOMER): 22250 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/cdd82222-1258-456a-8600-67c387bcb9b3_20250203T16:17_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I just need to see if a patient is in effect if you could help me.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02461477
[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] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I'm actually showing the policies are no longer active. Um, it was effective from [PII], and there were no active policies after the April policies.
[CUSTOMER][POSITIVE] Perfect thank you so much I appreciate it.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, [PII], thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] You're welcome. Bye bye.