AccountId: 011433970860
ContactId: e7da06ce-0edb-4fba-99c2-7c68344f039a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78989 ms
Total Talk Time (AGENT): 32812 ms
Total Talk Time (CUSTOMER): 40010 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/e7da06ce-0edb-4fba-99c2-7c68344f039a_20250210T21:08_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] Hey [PII], I just need to verify uh eligibility please.
[AGENT][POSITIVE] OK, I'll be more than happy to assist you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 02518361 prescriptions.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]. Mhm.
[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] All right, thank you so much.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's all I needed for now. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Have a good day bye bye.