AccountId: 011433970860
ContactId: f2d28afe-1cb5-4a69-b28a-0afb6cdbc255
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76900 ms
Total Talk Time (AGENT): 32218 ms
Total Talk Time (CUSTOMER): 28389 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/f2d28afe-1cb5-4a69-b28a-0afb6cdbc255_20250609T13:02_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, my name is [PII]. I'm calling to verify eligibility for a patient.
[AGENT][POSITIVE] OK, I'll be more than happy to 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] Yes, it is. Contact number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02544110.
[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] Yes, it's [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'm showing that the policy is active, it's been effective since [PII].
[CUSTOMER][POSITIVE] [PII]. All right, that is all I needed. Thank you so much.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a good week.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.