AccountId: 011433970860
ContactId: 2637b823-706a-406d-8e15-24fe24302b29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114650 ms
Total Talk Time (AGENT): 54186 ms
Total Talk Time (CUSTOMER): 41450 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/2637b823-706a-406d-8e15-24fe24302b29_20250221T19:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm actually calling to verify a patient's benefits.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know, um, is this a supplemental plan that's what I needed to know.
[AGENT][NEUTRAL] OK, well, I can help you with the benefits and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] 02277
[CUSTOMER][NEUTRAL] 638.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the member's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I'm actually showing for this product, um, it's not administered by APL. We send out the cards and the documents. Um, I can give you the number to UTBA so you can go over the benefits with them.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, you say UTBA?
[AGENT][NEUTRAL] Yes, Universal Trucking, that's their um their employer um eligibility line.
[CUSTOMER][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] Alright, so it's 877.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 472.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 5541.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.