AccountId: 011433970860
ContactId: cfd0631c-720b-4e4e-add5-aeb01b5b1390
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124120 ms
Total Talk Time (AGENT): 50853 ms
Total Talk Time (CUSTOMER): 38930 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/cfd0631c-720b-4e4e-add5-aeb01b5b1390_20250530T20:21_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL.
[AGENT][NEUTRAL] My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] calling from Pada's office checking on eligibility for a member.
[AGENT][NEUTRAL] OK, well, I can help you with the eligibility, and I can, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and along with this, I would like to inform you that this call is being recorded for quality and training purpose.
[AGENT][NEUTRAL] Alright, and may I have the member's policy number?
[CUSTOMER][NEUTRAL] Policy number starts with 01984147 M as Mike Lima 8.
[AGENT][NEUTRAL] Alright, and can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] 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, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Help me with the claim mailing address.
[AGENT][NEUTRAL] Our client's mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Our zip code is [PII].
[CUSTOMER][POSITIVE] Thank you so much for your assistance. Help me with the call reference number.
[AGENT][NEUTRAL] There's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much for your assistance.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, this is the only information I needed. Have a great weekend ahead.
[AGENT][POSITIVE] You also, thanks for calling APL. Bye-bye.