AccountId: 011433970860
ContactId: fa1b6284-eb8c-4abb-86c0-66db882091b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84500 ms
Total Talk Time (AGENT): 40021 ms
Total Talk Time (CUSTOMER): 33369 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/fa1b6284-eb8c-4abb-86c0-66db882091b9_20250304T16:21_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I need to verify um coverage for a patient please.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility and benefits. And may I have your name and a good contact number?
[CUSTOMER][NEUTRAL] This is [PII] [PII] and [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02449774
[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] It is uh [PII], birth date [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active. It's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] I don't need that. I just needed to verify that the policy is active.
[AGENT][NEUTRAL] Oh, OK. All right, well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] Alright, well, thanks for calling APL and I hope you have a great day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.