AccountId: 011433970860
ContactId: e968dc12-3c18-4fd1-9957-3fbcdf2fd60e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95180 ms
Total Talk Time (AGENT): 38458 ms
Total Talk Time (CUSTOMER): 21989 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/e968dc12-3c18-4fd1-9957-3fbcdf2fd60e_20250408T14:45_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] Yeah, hi. Uh, my name is [PII]. I'm calling from provider's office. I'm just taking my it's a double D.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the eligibility and then may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Um, it's 1297445.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] All right, so [PII], date of birth [PII].
[AGENT][NEGATIVE] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I'm actually showing the policy is no longer active. It was effective from [PII], and there were no active policies after that.
[CUSTOMER][POSITIVE] Oh yeah, I got it. Thank you. And uh uh can I have the reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you. Have a great day. Bye-bye.