AccountId: 011433970860
ContactId: f165d53b-cd8f-424b-818d-d7efac329ae7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91099 ms
Total Talk Time (AGENT): 40115 ms
Total Talk Time (CUSTOMER): 34279 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/f165d53b-cd8f-424b-818d-d7efac329ae7_20250313T13:26_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] Good morning. My name is [PII]. I'm calling from Medical University to verify a patient's eligibility.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that. And just for my notes, can you spell your first name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] 0197.
[CUSTOMER][NEUTRAL] 2973.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[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, and I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.