AccountId: 011433970860
ContactId: f0077504-abc7-4917-be5d-db2fb15fe8cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143699 ms
Total Talk Time (AGENT): 53181 ms
Total Talk Time (CUSTOMER): 62401 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/f0077504-abc7-4917-be5d-db2fb15fe8cd_20250131T18:49_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on eligibility status.
[AGENT][NEUTRAL] Eligibility you said?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the eligibility, [PII]. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, the member's policy number is 02217258 M as in Mary, L as in Lima 7.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, the first name is [PII], the last name is [PII]. I'm sorry, [PII], and the date of birth is [PII], I'm sorry, it is [PII].
[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 that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] [PII]. Um, could you please check if the member was active on the data service which is 9-202024?
[AGENT][NEUTRAL] The same, the same number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, no, that member wasn't active in September. The policy didn't become active until [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][POSITIVE] OK, thank you so much for that and could you please also provide me with the call reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date, which is [PII] First initial to my last name is [PII], and then today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much for your assistance and uh have a great day.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Yes, you too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.