AccountId: 011433970860
ContactId: eb24df5d-70e8-41bd-adf6-9e87dd029839
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126760 ms
Total Talk Time (AGENT): 56755 ms
Total Talk Time (CUSTOMER): 45471 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/eb24df5d-70e8-41bd-adf6-9e87dd029839_20250310T19:42_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm looking for an eligibility um and benefit breakdown for a patient please.
[AGENT][NEUTRAL] OK, well, I can help you with both the eligibility and the benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name's [PII] and our phone number here is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02486457 and I am calling for a dependent.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, may I have the dependent's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], it's [PII]
[CUSTOMER][NEUTRAL] Date of birth [PII]. Sorry, I can't speak today.
[AGENT][NEUTRAL] It's OK. It's all right. And all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And um did you need like a copy of the fax back or you have particular questions about it?
[CUSTOMER][NEUTRAL] I would like a fax back please if you don't mind.
[AGENT][NEUTRAL] Sure, what's a good fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that and do I need to put attention hope?
[CUSTOMER][NEUTRAL] Um, no, that's OK.
[AGENT][NEUTRAL] OK, and that was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright, so I'll go ahead and send this over to you now. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] What's your
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] You're very welcome. Well, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you so much you too.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Yeah