AccountId: 011433970860
ContactId: fe53c7f9-be43-4d84-967b-2fe731d78588
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95680 ms
Total Talk Time (AGENT): 39037 ms
Total Talk Time (CUSTOMER): 47508 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/fe53c7f9-be43-4d84-967b-2fe731d78588_20250305T14:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII] calling from Orlando Health referral team in a recorded line. I was just calling to verify a member's eligibility.
[AGENT][NEUTRAL] OK, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Policy is 0234064A.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Welcome.
[CUSTOMER][NEUTRAL] Yes, [PII], [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].
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, no termination date?
[AGENT][NEUTRAL] Um, no, there's no, um, like future lab data or anything on it.
[CUSTOMER][POSITIVE] OK, thank you, and I appreciate your help. Can you please provide me with the address at all?
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] The reference number. Can you please tell me your reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Ah, OK.
[CUSTOMER][POSITIVE] Oh, I see that. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you too and thank you for finding in Orlando Health. Have a nice day bye bye.
[AGENT][NEUTRAL] Bye bye.