AccountId: 011433970860
ContactId: d058b06e-60f8-499e-8b43-ff1060f5ae8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110730 ms
Total Talk Time (AGENT): 40547 ms
Total Talk Time (CUSTOMER): 49292 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/d058b06e-60f8-499e-8b43-ff1060f5ae8d_20250317T13:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling AP [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was just calling to verify a member's eligibility.
[AGENT][POSITIVE] I am so sorry. I just had a whole conversation on mute. I apologize. Um, I'll be more than.
[CUSTOMER][NEUTRAL] Oh gosh, no, no, no, you're fine.
[AGENT][POSITIVE] I'll be so happy to help you with the eligibility. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Uh, yeah, my name is [PII] and the phone number here is [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 02350010.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, the first name I have is [PII]. Um, the last name is either [PII] or [PII].
[CUSTOMER][NEUTRAL] It may be I um date of birth is [PII].
[AGENT][NEUTRAL] OK.
[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 that the policy is active, it's been effective since [PII].
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the, the name on the, the name on the policy, is it the last name? I mean, uh, is it under maybe or is it under [PII]?
[AGENT][NEUTRAL] For us, it's maybe.
[CUSTOMER][NEUTRAL] OK, no, that is perfectly fine. I just wanna make sure that we have that name on the claim right?
[CUSTOMER][NEUTRAL] OK, and that's all I needed actually.
[AGENT][POSITIVE] All right, [PII], well, thank you so much for calling APL. I hope you have a great week.
[CUSTOMER][POSITIVE] Thank you. You too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.