AccountId: 011433970860
ContactId: 0126cd12-0165-49f8-90fa-a360b24565e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139139 ms
Total Talk Time (AGENT): 62848 ms
Total Talk Time (CUSTOMER): 41869 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/0126cd12-0165-49f8-90fa-a360b24565e5_20250402T18:07_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] Yes, [PII], my name is [PII], last initial [PII], and just calling to verify eligibility and benefits.
[AGENT][POSITIVE] OK, well I'll be more than happy to help you with the eligibility and benefits, and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, that's [PII] direct.
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 02216487 M as in Mike, L as in Larry 8.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] I can't even say it. [PII].
[AGENT][NEUTRAL] Mhm.
[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, well,
[AGENT][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You said [PII], right?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] Oh, [PII]. OK. So for [PII], the, the policy is not active. Um, hold on one second, let me see when they were taken off.
[AGENT][NEUTRAL] As of [PII].
[AGENT][NEUTRAL] Um, the dependents are no longer on the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, they aged out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and can I get a call reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. And again, that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Oh, OK, and I appreciate you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you. Bye bye.