AccountId: 011433970860
ContactId: 0865ae43-1d51-415d-8bbf-f0c33c170a91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106110 ms
Total Talk Time (AGENT): 47493 ms
Total Talk Time (CUSTOMER): 39928 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/0865ae43-1d51-415d-8bbf-f0c33c170a91_20250318T12:54_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] Hi, good morning. Um, my name is [PII]. Um, I'm calling to check, um, eligibility and benefits.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] Um, my, the number is [PII]. My extension is [PII].
[CUSTOMER][NEUTRAL] And then the policy number is 02441230.
[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] I have one [PII], uh, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing that this particular policy is no longer active. It was effective from
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is this for dental or medical?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] OK, it was effective from [PII], and there were no other policies with us after [PII].
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, no, that was all.
[AGENT][POSITIVE] Alright, well, thanks so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thank you. Bye-bye.