AccountId: 011433970860
ContactId: 06261a82-9188-4269-b28f-00e7e3820ce5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221179 ms
Total Talk Time (AGENT): 75150 ms
Total Talk Time (CUSTOMER): 67942 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/06261a82-9188-4269-b28f-00e7e3820ce5_20250423T19:14_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon. My name is [PII]. I'm calling from Papal Patient Services. Uh, can you spell your name for me, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And your initial to your last name?
[AGENT][NEUTRAL] [PII], and yours?
[CUSTOMER][NEUTRAL] Uh yes. Uh, my last name initial will be [PII].
[AGENT][POSITIVE] Thank you. And how can I help you today, [PII]?
[CUSTOMER][NEUTRAL] Uh yes, I'm calling in regards to a member. I'm trying to see if uh their policy is active and how much their maximum is left on the gap insurance.
[AGENT][NEUTRAL] OK, so you're needing eligibility and benefit information for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, [PII], I can help you with those things. And what is your callback number, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's gonna be [PII] and it'll be a direct line.
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Yes, that'll be 01.
[CUSTOMER][NEUTRAL] 84
[CUSTOMER][NEUTRAL] 1534.
[CUSTOMER][NEUTRAL] M for Mike
[CUSTOMER][NEUTRAL] L for Lima, 8.
[AGENT][POSITIVE] OK thank you
[AGENT][NEUTRAL] Ma please give me a couple of moments please to get the number's information pulled.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you will be a verification of benefits and not a guarantee of payment.
[AGENT][NEUTRAL] What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient's name is going to be [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, so he had to subscribe on the supplemental policy, [PII], but it's no longer active. This policy was active from [PII].
[CUSTOMER][NEUTRAL] No longer active?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] It was active from [PII].
[AGENT][NEUTRAL] To its term date of [PII].
[AGENT][NEUTRAL] And there is no other active policy with APL beyond that point.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Policy is inactive.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, I believe that's all I need. Uh, can I just have a reference number for the call, please?
[AGENT][NEUTRAL] Sure, you would use my name along with today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, [PII], thank you so much for your help great help.
[AGENT][NEUTRAL] OK. Well, is there anything else?
[AGENT][POSITIVE] You're uh you're welcome. It was my pleasure. Well, thank you for calling APL and I hope you have a great afternoon.
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[CUSTOMER][POSITIVE] Thank you you as well. Bye.
[AGENT][POSITIVE] Thank you. Bye bye.