AccountId: 011433970860
ContactId: e57e386b-3c66-4cf4-8322-33812de1d79b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70620 ms
Total Talk Time (AGENT): 38122 ms
Total Talk Time (CUSTOMER): 20649 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/e57e386b-3c66-4cf4-8322-33812de1d79b_20250121T21:29_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, [PII]. This is [PII] with Advanced inpatient medicine. I need to verify eligibility on a patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and that's direct.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] That's 02557145.
[AGENT][NEUTRAL] 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] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy um is no longer active. It was effective from [PII], and there's been no active policy since then.
[CUSTOMER][POSITIVE] OK, that's all I needed. Thank you very much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL.