AccountId: 011433970860
ContactId: e2571839-30b5-486c-9ce1-d6988d9ac5ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96519 ms
Total Talk Time (AGENT): 46457 ms
Total Talk Time (CUSTOMER): 27135 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/e2571839-30b5-486c-9ce1-d6988d9ac5ac_20250226T16:49_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] I'm calling from a medical provider's office to verify eligibility for a member.
[AGENT][NEUTRAL] OK, I can assist you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02498882
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing that the policy is no longer active. It, well, this particular policy terms um [PII].
[AGENT][NEUTRAL] And it was effective on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And can I get your name and a call reference number, please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name. So that's [PII], first initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, thank you that's all I needed.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. I hope you have a great day, [PII].
[CUSTOMER][POSITIVE] Thanks you too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.