AccountId: 011433970860
ContactId: 49f35686-5092-40ac-90ea-ac421fbf887f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236220 ms
Total Talk Time (AGENT): 110035 ms
Total Talk Time (CUSTOMER): 88571 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/49f35686-5092-40ac-90ea-ac421fbf887f_20250214T14:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I wanted to verify my benefits. I have my policy number.
[CUSTOMER][NEUTRAL] And group number?
[AGENT][NEUTRAL] OK, you're the
[AGENT][NEUTRAL] OK, you're the insured and you have questions regarding your benefits. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct. Mhm.
[AGENT][POSITIVE] Yes, ma'am. I can help you. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm so sorry. Did you say [PII]?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] OK. And your last name, [PII]?
[CUSTOMER][NEUTRAL] It's spelled [PII].
[AGENT][POSITIVE] OK, thank you. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] 020.
[CUSTOMER][NEUTRAL] 96576
[AGENT][NEUTRAL] Thank you one moment please, while I get your information pulled up.
[CUSTOMER][NEUTRAL] Mhm. I also have a group number if you need that.
[AGENT][NEUTRAL] That's OK. I don't need that. No, ma'am. Thank you though.
[AGENT][NEUTRAL] OK, and [PII], I'm willing to verify several things with you first, for security purposes and also any information that is provided would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And also your home mailing address, please?
[CUSTOMER][NEUTRAL] Yeah, the one on file, I believe is [PII]. Is that the one you have on file?
[AGENT][NEUTRAL] No, ma'am, that isn't the one that we have.
[CUSTOMER][NEUTRAL] OK, so it's [PII], so we moved since then, is that the one?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, that is the one that we have on file. And the last, um, and the phone number we have, I'm sorry, the phone number that we have for you is the same as the one you gave me. So that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] Thank you. And lastly your email address, please. And this does appear to be your, or have you been your work email.
[CUSTOMER][NEUTRAL] To ver mhm.
[CUSTOMER][NEUTRAL] Is it [PII] or it's a [PII]?
[AGENT][NEUTRAL] Ark
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Also switched jobs since then, so let me.
[AGENT][NEUTRAL] Yes, it appears to be your work email. That's OK. Just verify the last four of your social, please.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. So, yes, ma'am, I see that the coverage that you had with us was through your employment at the time with LTC Consulting Services and this policy was active from [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you have no other coverage. Yes, ma'am, at this time with our company.
[CUSTOMER][POSITIVE] Very good.
[CUSTOMER][POSITIVE] OK. Great, thank you.
[AGENT][NEUTRAL] OK. Did you need any other information?
[CUSTOMER][NEUTRAL] No, I think that's it.
[AGENT][POSITIVE] OK, [PII]. Well then, thank you very much for calling APL and I hope that you have a very wonderful weekend.
[CUSTOMER][POSITIVE] OK, great. Thank you.
[AGENT][POSITIVE] Yes, ma'am. You're very welcome.
[CUSTOMER][NEUTRAL] OK. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.