AccountId: 011433970860
ContactId: d5b12050-980e-4827-8735-9bf885d3df66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100839 ms
Total Talk Time (AGENT): 45499 ms
Total Talk Time (CUSTOMER): 35839 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/d5b12050-980e-4827-8735-9bf885d3df66_20250213T21:20_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] Yeah
[CUSTOMER][NEUTRAL] Uh, yes, I was trying to verify if a patient has active insurance with you guys.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII], and my name is [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh, yes, it is 02266763.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [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] OK, [PII].
[CUSTOMER][NEUTRAL] Thank you. Is there a reference number for our call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name, which is [PII] The [PII], and then today's date.
[CUSTOMER][POSITIVE] OK. Thank you for all your help.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, that was all.
[AGENT][POSITIVE] Alright well thanks so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.