AccountId: 011433970860
ContactId: fe40f9f4-4740-4c17-8876-3f96caadba69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90379 ms
Total Talk Time (AGENT): 40343 ms
Total Talk Time (CUSTOMER): 26378 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/fe40f9f4-4740-4c17-8876-3f96caadba69_20250130T21:19_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] Um, yes, I was calling to see if a patient was still eligible.
[AGENT][POSITIVE] Oh, I'll be more than happy to help you with the eligibility, and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, my name is [PII] and it's 225-664.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII]. May I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 604-851.
[AGENT][POSITIVE] 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] Yeah, it's [PII], and it's [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][NEUTRAL] OK, and it's still going to be the option C.
[AGENT][NEUTRAL] Option C. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, this is still option C.
[CUSTOMER][POSITIVE] OK, alright, well thank you so much. I appreciate it.
[AGENT][POSITIVE] You're very welcome. Was there anything else I could assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye