AccountId: 011433970860
ContactId: 3ac5c435-1578-49cf-9dca-8122ccd60685
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102069 ms
Total Talk Time (AGENT): 52608 ms
Total Talk Time (CUSTOMER): 25149 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/3ac5c435-1578-49cf-9dca-8122ccd60685_20250211T19:22_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I need to verify if a member's plan is still active.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. My callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number of the member that you're inquiring eligibility for?
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 02503347.
[AGENT][NEUTRAL] And what is this member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility for what place of service?
[CUSTOMER][NEUTRAL] Office
[AGENT][NEUTRAL] This member's policy has been active since [PII] and it's currently active. Unfortunately, office visits are not covered under the policy, however, the treatment received in the office does fall under the outpatient benefits of $2000 per calendar year.
[AGENT][NEUTRAL] And this is not a guarantee of benefits just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, um, can I get the correct spelling of your name and a call reference number please?
[AGENT][NEUTRAL] The correct spelling of my name is [PII], we don't provide reference numbers, but you can use my name in today's date as a reference.
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Nope, that's it. Thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a good day. Goodbye.
[CUSTOMER][NEUTRAL] You too bye.