AccountId: 011433970860
ContactId: e54dfe7e-5c09-4cfd-8782-95a2b87961e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124120 ms
Total Talk Time (AGENT): 47397 ms
Total Talk Time (CUSTOMER): 41690 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/e54dfe7e-5c09-4cfd-8782-95a2b87961e9_20250408T14:50_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, good morning, [PII]. My name is [PII] and I'm calling to verify a member's coverage.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility. And for my notes, can you spell your first name for me, please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[AGENT][NEUTRAL] All right, and the members, um, well, a good contact number in case we're disconnected and then the member's policy number.
[CUSTOMER][NEUTRAL] 9542765553 and the policy number is 01568624ML8.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] All right. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII], last name is [PII] sorry, [PII]
[CUSTOMER][NEUTRAL] Um, [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][POSITIVE] Perfect.
[AGENT][NEUTRAL] And did you need to go over benefits?
[CUSTOMER][NEUTRAL] OK. Um, can I please have a
[CUSTOMER][NEUTRAL] Uh, no, can I just please have a call reference number for today?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. Again, that's [PII], first initial to my last name is [PII].
[AGENT][NEUTRAL] And then today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[CUSTOMER][POSITIVE] Thank you and I hope you have a wonderful rest of the day.
[AGENT][POSITIVE] Yeah, so [PII], thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye.