AccountId: 011433970860
ContactId: 0f0a4851-45dc-4f3a-9dc3-93a64e3e0261
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137070 ms
Total Talk Time (AGENT): 55181 ms
Total Talk Time (CUSTOMER): 58317 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/0f0a4851-45dc-4f3a-9dc3-93a64e3e0261_20250519T18:54_UTC.wav
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[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] and I was calling to check eligibility for a dependent by chance.
[AGENT][NEUTRAL] Yeah, I can check eligibility. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Um, yes, it is 987271.
[AGENT][NEUTRAL] Got it. And then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active, um, effective date for this member was [PII], and if you'd like I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, it looks like I have all that information as long as the group number is um 16417 through Universal Trucking Osteo Automotive.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That is correct, yes ma'am.
[CUSTOMER][NEUTRAL] OK, perfect. Could you tell me though if he's used any of that $50 deductible or $1500 annual max by chance?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Absolutely. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so no benefits or uh that deductible has not been met and no benefits have been used so far this year.
[CUSTOMER][NEUTRAL] OK, perfect. Could you tell me the same thing for um sibling [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] Sure I can so none of the members under this policy have used or met any benefit or deductibles so far this year.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Well that makes it easy. All right, well thank you so much for all your help. I appreciate it.
[AGENT][NEUTRAL] Of course, yeah, was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's everything thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.