AccountId: 011433970860
ContactId: 2926617e-26c2-4a04-be74-73b23576e701
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160660 ms
Total Talk Time (AGENT): 56959 ms
Total Talk Time (CUSTOMER): 83881 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/2926617e-26c2-4a04-be74-73b23576e701_20250422T17:12_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]. Yes, my name is [PII]. Last, last initial is [PII].
[AGENT][NEUTRAL] Hi [PII], how are you doing today?
[CUSTOMER][POSITIVE] I'm doing great. I was calling to verify.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, do y'all cover just dental care, not, uh, medical care?
[AGENT][NEUTRAL] You said chest dental care?
[CUSTOMER][NEUTRAL] I said do y'all cover uh dental, just, just the dental plan. Y'all don't do medical.
[AGENT][NEUTRAL] 00,
[AGENT][NEUTRAL] Um, it depends on the person, we have both.
[CUSTOMER][NEUTRAL] OK. I am calling to verify because I, I couldn't hear it over the automated so I just pressed dental. Well, I was calling to verify a um medical health coverage.
[AGENT][NEUTRAL] Oh, OK. Well, I can definitely help you with the eligibility and [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. Telephone number is going to be [PII].
[CUSTOMER][NEUTRAL] The policy ID number that I have, it is 254-524-6.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[CUSTOMER][NEUTRAL] [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. I am showing that the policy is not active. Um, it was effective from [PII], and there were no other policies with APL after [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So this policy is terminated. OK. All righty, cause like I said, I just, I kept listening trying to hear if medical gonna pop up and it just came. I'm like, OK, let me just press on dental and see what, what it is. And this is a, this was a medical policy that's terminated.
[AGENT][NEUTRAL] Yes, ma'am. It was, it was a hospital indemnity policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'll let them know. Alrighty, this is what I needed.
[AGENT][POSITIVE] Alright, was there anything else I can help you with today? Alright, well, thanks for calling APM Ms. [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] You too thank you so very much.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.