AccountId: 011433970860
ContactId: ee5905a2-eeba-450b-ac9b-c5f4c29a77a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79819 ms
Total Talk Time (AGENT): 38148 ms
Total Talk Time (CUSTOMER): 20678 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/ee5905a2-eeba-450b-ac9b-c5f4c29a77a8_20250522T13:39_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 [PII], I need to verify your insurance please.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] My name is [PII]. It's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. May I have the member's policy number?
[CUSTOMER][NEUTRAL] 02475721
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Hold on one moment.
[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 and it's been effective since [PII].
[CUSTOMER][NEUTRAL] Alrighty, and can I get a reference number for the call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you you guys have a wonderful day.
[AGENT][POSITIVE] Thank you. You also, thanks for calling APL. Bye-bye.