AccountId: 011433970860
ContactId: 03603c33-2bb7-48a4-b3c1-d23317c4731c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210880 ms
Total Talk Time (AGENT): 93358 ms
Total Talk Time (CUSTOMER): 72359 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/03603c33-2bb7-48a4-b3c1-d23317c4731c_20250502T19:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, good afternoon, my name is [PII].
[CUSTOMER][NEUTRAL] My my last name is [PII].
[AGENT][POSITIVE] OK, what can we help you with today [PII]?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, I'm calling for benefits to verify.
[AGENT][POSITIVE] OK, I can check those benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, that would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] The one, the policy number I was given was 01858587 M as in Mary, L as in Lima 7.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Yes, first name will be [PII].
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] OK, and did you have that date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy terminated [PII]. If you'll give me one moment though, I'll see if they have one that's active, might be a different policy number.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK, so they do have one that is currently active. Uh, let me know when you're ready and I'll give you that, uh, updated policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That is 0238.
[CUSTOMER][NEUTRAL] Ready?
[AGENT][NEUTRAL] 542 5.
[CUSTOMER][NEUTRAL] OK, so a new um.
[CUSTOMER][NEUTRAL] Policy will be 02385425.
[AGENT][NEUTRAL] Correct. Uh, and so of course this one is currently active. That effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK perfect and that was from, and that that one is current, correct?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, um, effective date was [PII] and it is currently active.
[CUSTOMER][NEUTRAL] OK, perfect. And what will be the fax number to um send over the claims to you guys with the UOB?
[AGENT][NEUTRAL] Sure, that would be 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 9463 correct?
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] [PII] correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, what will be done I shoot your last name and a reference number for our call.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII], last initial is [PII] And was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK, can you
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that'll be all thank you very much for your help.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APO have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.