AccountId: 011433970860
ContactId: f5a28fa3-03f2-4bca-b419-6e45da03ba6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77660 ms
Total Talk Time (AGENT): 35332 ms
Total Talk Time (CUSTOMER): 30235 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/f5a28fa3-03f2-4bca-b419-6e45da03ba6d_20250220T19:36_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, yep, I'm calling from University Orthopedics. I'm just trying to verify eligibility for a patient, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You want the outpatient one, is that right? 018.
[AGENT][NEUTRAL] Um, yeah, either one.
[CUSTOMER][NEUTRAL] OK, 01838885 ML 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] 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 I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] OK, thank you very much I appreciate your help today.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That's it, thank you so much.
[AGENT][POSITIVE] Alright, thanks for calling APL. You're welcome bye bye.
[CUSTOMER][POSITIVE] Have a good day bye.