AccountId: 011433970860
ContactId: 035d3895-0a4b-4c63-92ba-85797dc77583
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153539 ms
Total Talk Time (AGENT): 56371 ms
Total Talk Time (CUSTOMER): 49706 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/035d3895-0a4b-4c63-92ba-85797dc77583_20250528T20:38_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] Hi [PII], uh, my name is [PII] and I'm calling to get benefits on one of our patients.
[AGENT][POSITIVE] OK, well, I can definitely help you with the benefits. And [PII], may I have a good contact number in case we're disconnected in the policy number?
[CUSTOMER][NEUTRAL] Yes it's [PII].
[CUSTOMER][NEUTRAL] The policy number is 02284090.
[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] Uh yes, her name is [PII]. 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. Um, so I'm actually showing that [PII] is
[AGENT][NEUTRAL] No longer on the policy. Um, hold on one moment.
[AGENT][NEUTRAL] As of [PII], it became an individual policy.
[CUSTOMER][NEUTRAL] OK, so only her husband [PII]'s covered?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, uh, she was covered through [PII]?
[AGENT][NEUTRAL] Um, hold on, let me see what the exact date is. Hold on one second.
[AGENT][NEUTRAL] Until [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, unless you have a reference number.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK [PII]
[CUSTOMER][POSITIVE] [PII] thank you.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.