AccountId: 011433970860
ContactId: f1c2e8f2-8f14-4e31-a607-cbffcdaf2c58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161500 ms
Total Talk Time (AGENT): 54817 ms
Total Talk Time (CUSTOMER): 73771 ms
Interruptions: 3
Overall Sentiment: AGENT=1.8, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/f1c2e8f2-8f14-4e31-a607-cbffcdaf2c58_20250213T19:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] and I'm talking on behalf of Extension Saint John Broken Arrow, and I want to check the eligibility of patient.
[AGENT][NEUTRAL] OK, and [PII], may I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] Yes, 1 2nd.
[CUSTOMER][NEUTRAL] Policy number 022.
[CUSTOMER][NEUTRAL] 14938.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] All I
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK and is there any
[CUSTOMER][NEUTRAL] Yes. The verify first name is [PII] and the last name is [PII].
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] OK, and the date of birth?
[CUSTOMER][NEUTRAL] Oh OK
[CUSTOMER][NEUTRAL] And uh DOV is [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 So I'm showing the policy is no longer active. It was effective from [PII].
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK. The insurance is inactive from [PII].
[AGENT][NEUTRAL] That was the day it terminated on [PII], yes, it terminated on [PII].
[CUSTOMER][POSITIVE] I'm correct.
[CUSTOMER][NEUTRAL] OK, thank you. May, uh, may I know the call reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. And again, that's [PII], first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] I'm correct.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, [PII].
[CUSTOMER][POSITIVE] Have a nice day.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No thank you, [PII]. Have a nice day.
[AGENT][NEUTRAL] You