AccountId: 011433970860
ContactId: d138cb75-2d2c-4aaf-8f0e-40cf80668550
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89349 ms
Total Talk Time (AGENT): 41799 ms
Total Talk Time (CUSTOMER): 32431 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/d138cb75-2d2c-4aaf-8f0e-40cf80668550_20250611T19:01_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Previa Medical Group's Virginia Women's Center. I was calling to verify eligibility for a patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Of course, the best contact number would be [PII] and the patient's ID number is [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. 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. So I am showing the policy is no longer active. Um, it was effective from [PII], and there were no active policies since then with APL.
[CUSTOMER][POSITIVE] All right thank you so much I hope you have a wonderful day.
[AGENT][POSITIVE] You also [PII], was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that is it.
[AGENT][POSITIVE] Alright thanks for calling have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.