AccountId: 011433970860
ContactId: ed0f0f50-09e9-4010-89e5-e305c4d0a412
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99169 ms
Total Talk Time (AGENT): 48797 ms
Total Talk Time (CUSTOMER): 31221 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/ed0f0f50-09e9-4010-89e5-e305c4d0a412_20250609T17:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I need to verify coverage on a person.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Miss [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] It is oh let me pull it up OK 02441340.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII]'s date of birth [PII].
[AGENT][NEUTRAL] OK, I've shown her effective date is [PII], and it shows that she is active. Uh, to verify benefits, you have to speak with a representative with web TPA and I give you their phone number or transfer you over to them.
[CUSTOMER][NEUTRAL] OK, if you could please transfer.
[AGENT][NEUTRAL] OK, hold on one moment please.
[CUSTOMER][NEUTRAL] Uh, that's, are you talking about going into detail or that's just basic, uh, eligibility as though you just say?
[AGENT][NEUTRAL] I can only verify eligibility but they'll be able to verify benefits under the plan.
[CUSTOMER][NEUTRAL] OK, I don't need that. I just need to make sure that the plan was still active.
[AGENT][NEUTRAL] OK, yes, ma'am. I do show the policy is active as of [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye.