AccountId: 011433970860
ContactId: f5647b48-2922-48be-ada6-6244d6b10b43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97309 ms
Total Talk Time (AGENT): 42358 ms
Total Talk Time (CUSTOMER): 56459 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/f5647b48-2922-48be-ada6-6244d6b10b43_20250221T21:23_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] Hi and uh I just need help um verifying uh patient's uh American Public Life number policy number.
[AGENT][NEUTRAL] OK, I can help you with the policy number. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] My name is [PII] and the phone number you can use is [PII]. I'm sorry I misspoke. I just need to know if they're um active.
[AGENT][NEUTRAL] Active, OK. And I can help you with the eligibility. And what's the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] It's going to be 021-84962 ML 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's gonna be [PII] and then the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And yes, this policy is active for [PII] since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK perfect and um can I get your you said your name was [PII] do you have, can I get your last initial please?
[AGENT][NEUTRAL] Sure, it's [PII], and there's no call reference number, um, but you can use my name in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][POSITIVE] Um, no, we're all good, thank you so much, have a good day. mhm thank you you too bye bye.
[AGENT][POSITIVE] All right, thanks for calling APL. You're welcome. Have a great weekend.
[AGENT][NEUTRAL] Bye-bye.