AccountId: 011433970860
ContactId: d6546ea0-14c9-4ce2-aa8b-0652920c6336
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115019 ms
Total Talk Time (AGENT): 62913 ms
Total Talk Time (CUSTOMER): 53991 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/d6546ea0-14c9-4ce2-aa8b-0652920c6336_20241230T13:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Gunist office trying to confirm eligibility.
[AGENT][NEUTRAL] OK. You're just needing to verify if the member's policy is active or will you also need to fax back of their benefits?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] If they're active at this time.
[AGENT][NEUTRAL] Sure, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And sure, what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] That is 02186411.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] One of them does say draft.
[AGENT][NEUTRAL] And any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth, please?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Just because I thought it was um.
[CUSTOMER][NEUTRAL] Name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So he had been a subscriber on this policy, [PII], but it is no longer active. This policy was active from [PII] to its term date of [PII], and there is no other policy with our company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's what I wanted to verify for you thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You are certainly very welcome. And is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you. You have a good day.
[AGENT][NEUTRAL] We
[AGENT][POSITIVE] Yes, ma'am. You too, and happy New Year also.
[CUSTOMER][POSITIVE] Thank you you also bye bye.
[AGENT][POSITIVE] Thank you very much. Bye