AccountId: 011433970860
ContactId: 1e0c467f-390e-406a-9b78-9f810e654e54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113410 ms
Total Talk Time (AGENT): 56871 ms
Total Talk Time (CUSTOMER): 37252 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/1e0c467f-390e-406a-9b78-9f810e654e54_20250203T15:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] that the
[CUSTOMER][NEUTRAL] Uh, yes, I was calling to get a verification of benefits.
[AGENT][NEUTRAL] OK, yeah, I can check those benefits for you um what was your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do it's 01266497.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and if you'd like I can send you a fax back that shows all covered procedures and benefit information.
[CUSTOMER][POSITIVE] That would be incredible.
[AGENT][NEUTRAL] Sure, what was that fax number for you?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you. I'm just gonna read that back to you, make sure I heard that correctly uh that was [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, I wanna just put this to your attention?
[CUSTOMER][NEUTRAL] Uh, you don't have to put it to anybody. It's OK. It'll come straight to me.
[AGENT][NEUTRAL] OK, sure, that works. I'll go ahead and get that sent now. Uh, I should get it here in maybe 10-15 minutes depending depending on how busy your machine is. Uh, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.