AccountId: 011433970860
ContactId: 0b9f93bd-4bc0-427e-8d06-8dd54b87da33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151500 ms
Total Talk Time (AGENT): 43216 ms
Total Talk Time (CUSTOMER): 42889 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/0b9f93bd-4bc0-427e-8d06-8dd54b87da33_20250613T14:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, I just wanted to make, uh, to confirm with you that I'm valid on my insurance.
[AGENT][NEUTRAL] OK, you're just wanting to confirm that it's active basically?
[CUSTOMER][NEUTRAL] and
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, give me a second.
[CUSTOMER][NEUTRAL] OK, you ready?
[AGENT][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] OK, so it's going to be.
[CUSTOMER][NEUTRAL] Is for benefit certification number outpatient benefit certification number?
[AGENT][NEUTRAL] Uh, you can give me either in hospital or outpatient, either one.
[CUSTOMER][NEUTRAL] OK, so it's 02337150 ML 7.
[AGENT][NEUTRAL] And are you the insured or you call, yes?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] I don't, I don't remember.
[AGENT][NEUTRAL] What's your first and last name and date of birth?
[CUSTOMER][NEUTRAL] I'm part of the family plan.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, so the plan is active. The effective date on here is [PII].
[CUSTOMER][NEUTRAL] OK, so it's active, correct?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] And you and you guys cover eye exams, right?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] This is a secondary so I don't know if this is gonna cover vision.
[CUSTOMER][NEUTRAL] My first does not, that's why I'm calling this one.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Dental and vision services are not covered under this plan, so it's only gonna be for medical.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Did you need me to check anything else?
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] No, it
[AGENT][POSITIVE] All right have a good day.