AccountId: 011433970860
ContactId: d0a2de1a-81f9-4443-99e4-562ea5b2bb0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80389 ms
Total Talk Time (AGENT): 35599 ms
Total Talk Time (CUSTOMER): 32491 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/d0a2de1a-81f9-4443-99e4-562ea5b2bb0d_20250117T17:09_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] Yes, I just wanna verify the termination date for this patient's policy.
[AGENT][NEUTRAL] OK, I can help you with that. Um, and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII], number is [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh yes, it is 023.
[CUSTOMER][NEUTRAL] 43094
[AGENT][NEUTRAL] Thank you. And you said the termination date, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm showing it turned on [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII]. OK, wonderful, just wanna verify.
[AGENT][POSITIVE] Alrighty. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that is it.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.