AccountId: 011433970860
ContactId: ce706247-140e-4b5a-bc84-a8be84752f8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77940 ms
Total Talk Time (AGENT): 41460 ms
Total Talk Time (CUSTOMER): 23996 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/ce706247-140e-4b5a-bc84-a8be84752f8e_20250507T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I was just calling to see if a um.
[CUSTOMER][NEUTRAL] Member was active or not?
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes, it's [PII]. My phone number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] It is 018.
[CUSTOMER][NEUTRAL] 38,980.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I just submit advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and I'm showing that the policy is still active.
[CUSTOMER][POSITIVE] Perfect, thank you very much.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII] for calling APL. Have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Mhm. You're welcome