AccountId: 011433970860
ContactId: e6ffff24-1a96-47ec-88d5-5063f59900e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86900 ms
Total Talk Time (AGENT): 39583 ms
Total Talk Time (CUSTOMER): 30442 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/e6ffff24-1a96-47ec-88d5-5063f59900e0_20250429T17:59_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] Good afternoon [PII]. My name is [PII]. I'm calling from [PII].
[CUSTOMER][NEUTRAL] Of [PII] and I would like to know if this patient is active.
[AGENT][NEUTRAL] OK, well, I can definitely check the policy eligibility for you and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII] and the policy number is 1,070,720.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] So hold on one moment. I'm actually showing the policy is no longer active. It was effective from [PII] of I'm sorry to [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] [PII], OK, thank you very much have a good day.
[AGENT][NEUTRAL] You also wonder, was there anything else I can help with?
[CUSTOMER][NEUTRAL] No that was it thank you.
[AGENT][POSITIVE] Alright, thanks for calling APR you're welcome bye bye.
[CUSTOMER][NEUTRAL] Bye bye.