AccountId: 011433970860
ContactId: edb7cbc7-a225-4207-a077-d2f7034b546d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117959 ms
Total Talk Time (AGENT): 51088 ms
Total Talk Time (CUSTOMER): 43742 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/edb7cbc7-a225-4207-a077-d2f7034b546d_20250610T14:53_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] Hi, good morning, [PII]. My name is [PII]. Um, I'm calling from Physical Therapy Incorporated. Um, I was calling to verify eligibility for a patient we have.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Um, [PII] for the callback number.
[CUSTOMER][NEUTRAL] Um, the subscriber ID that I have on hand is 02550048.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing the policy is no longer active. Um, it was effective from [PII], and there's no other policies with us uh since then.
[CUSTOMER][NEUTRAL] OK, you said from [PII]?
[AGENT][NEUTRAL] Uh, let me see, [PII], yes, of [PII].
[CUSTOMER][NEUTRAL] OK, 2, I'm sorry, I'm writing it all down.
[AGENT][NEUTRAL] OK, to [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it's no longer active.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, honestly, I don't think so, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Alright, well thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Alright thank you ma'am.
[AGENT][POSITIVE] You're welcome. Bye bye.