AccountId: 011433970860
ContactId: d6246629-dbce-4870-b4e1-93201e8d0c85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127279 ms
Total Talk Time (AGENT): 56437 ms
Total Talk Time (CUSTOMER): 49130 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/d6246629-dbce-4870-b4e1-93201e8d0c85_20250109T18:57_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] Hey, hi, [PII]. This is [PII] calling from provider's office to check eligibility status for a member.
[AGENT][POSITIVE] OK, I'll be more than happy to assist you with the eligibility and did you say your name was [PII]?
[CUSTOMER][POSITIVE] It's a [PII].
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][POSITIVE] It's [PII].
[AGENT][NEUTRAL] [PII]? OK, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, sure. Our callback number is [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] Thank you for that. I'm ready for the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, I'm here. I'm ready for the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] 01473182 M as in Mary, 18.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] And my name is [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 So I am showing the policy is no longer active. It was effective from [PII] of.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The policy was active from [PII].
[AGENT][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And there were no active policies after this one with APL.
[CUSTOMER][POSITIVE] OK. OK, sure. Thank you so much. Have a nice day. Bye-bye.
[AGENT][POSITIVE] You also, and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh God