AccountId: 011433970860
ContactId: f32d5ab7-0487-4fea-aa3b-23fb6eb5114f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92650 ms
Total Talk Time (AGENT): 39498 ms
Total Talk Time (CUSTOMER): 44580 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/f32d5ab7-0487-4fea-aa3b-23fb6eb5114f_20250509T13:12_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], this is [PII] with Mercy Clinics. I am just needing to verify if the policy is active.
[AGENT][POSITIVE] Oh, OK, I can help you with the eligibility. And, oh bless you. And may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Sure. My phone number is [PII], and that is a direct line.
[CUSTOMER][NEUTRAL] Policy number is 02376652.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure. [PII], date of birth [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 the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] OK, awesome. That was what I needed. Thank you so much for your help. Um, [PII], is there a call reference number I can list?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date, and the first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, awesome. Well, thank you so much. Have a great rest of your Friday and a good weekend.
[AGENT][POSITIVE] Thank you, [PII], you also, and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Uh bye-bye.