AccountId: 011433970860
ContactId: d932ca55-d5f9-4fe5-9f4d-1bf04ba65814
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108550 ms
Total Talk Time (AGENT): 43460 ms
Total Talk Time (CUSTOMER): 31339 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/d932ca55-d5f9-4fe5-9f4d-1bf04ba65814_20250610T20:41_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, I was just needing to verify um a patient's eligibility with you guys.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 02283440.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [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, has anything been used at the deductible or maximum?
[AGENT][NEUTRAL] Um, hold on one moment.
[AGENT][NEGATIVE] Um, no, so far for [PII], they have not met um the deductible or used any of the 1500 max.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, that was all that I needed.
[AGENT][POSITIVE] Alright, well thank you so much for calling [PII]. I hope you have a great evening.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.