AccountId: 011433970860
ContactId: fb48ae85-a0c7-4cb6-9d86-1402a7f5f218
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118830 ms
Total Talk Time (AGENT): 35157 ms
Total Talk Time (CUSTOMER): 61349 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/fb48ae85-a0c7-4cb6-9d86-1402a7f5f218_20250123T20:32_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. [PII] here with Preservices at Memorial Hospital Miramar. Um, I just contacted a patient. She told me she has APL. Um, she gave me an ID number, so I wanted to know if that number was valid, please.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Or my good contact number is [PII]. It's a direct line to my area.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure, um, the number that she gave me was um 024.
[CUSTOMER][NEUTRAL] 444-333 M as in Mike, L as in Lima and then the number 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], that's the first name.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 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.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][POSITIVE] Oh wonderful. OK, great, perfect, um, oh yeah, and then she gave me a group number of 22392. Is that the group number?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Perfect and uh is there an initial to your last name?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for your for helping me. Have a good rest of your day.
[AGENT][POSITIVE] You're welcome, [PII]. You also, and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.