AccountId: 011433970860
ContactId: da90c21e-b143-4735-9660-b1d16cf10236
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118849 ms
Total Talk Time (AGENT): 41898 ms
Total Talk Time (CUSTOMER): 42121 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/da90c21e-b143-4735-9660-b1d16cf10236_20250514T15:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I wanted to see if our policy is still effective calling from a um medical uh office.
[AGENT][POSITIVE] OK, well, 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] Yes, it's [PII] Contact number is [PII].
[AGENT][NEUTRAL] Thank you. Hold on one moment. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it's um 0 let me see hold on one second, let me actually go to the.
[CUSTOMER][NEUTRAL] Screen, hold on a second, sorry about that.
[AGENT][NEUTRAL] Mhm. No, you're fine.
[CUSTOMER][NEUTRAL] OK policy number is 02.
[CUSTOMER][NEUTRAL] 339-457
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, 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, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] And does it have an expiration?
[AGENT][NEUTRAL] Um, no, there's no future lapse as of now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, was there anything else I can help you with today? OK. Well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Alrighty, that's all I needed.
[CUSTOMER][NEUTRAL] No ma'am.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.