AccountId: 011433970860
ContactId: e6a76a44-8fb1-4686-8591-2785fa1beb37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118660 ms
Total Talk Time (AGENT): 49541 ms
Total Talk Time (CUSTOMER): 38548 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/e6a76a44-8fb1-4686-8591-2785fa1beb37_20241231T19:40_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], I was calling to get some help with verifying eligibility for one of our patients.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. And may I have your name and a good contact number?
[CUSTOMER][NEUTRAL] [PII] last initial [PII] [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, just a quick second.
[CUSTOMER][NEUTRAL] Policy number shows 1309178.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, we have Ada [PII]. Date of birth shows [PII].
[AGENT][NEUTRAL] [PII]. Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing the policy is no longer active. It was effective from [PII].
[AGENT][NEUTRAL] And there were no active policies after that.
[CUSTOMER][NEUTRAL] OK, you said there's no, no, no other policy in the system.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][POSITIVE] Alrighty and then.
[CUSTOMER][NEUTRAL] May I have a reference for the call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name, which is [PII] First initials and my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] Alrighty, thank you so much, [PII], you have a great day. [PII].
[AGENT][POSITIVE] You're welcome, [PII]. [PII] to you also and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.