AccountId: 011433970860
ContactId: 4e324417-7978-45cd-9751-c8425f7842ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97940 ms
Total Talk Time (AGENT): 48549 ms
Total Talk Time (CUSTOMER): 23120 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/4e324417-7978-45cd-9751-c8425f7842ba_20250424T19:21_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, um, I'm calling to see if I can get the group name and number for a patient's policy.
[AGENT][POSITIVE] Oh, sure, I'll be more than happy to get the um group name and number for you. May I have your name and a good contact number in case we disconnected?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. The phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 259-695-2.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And let me see, group number.
[AGENT][NEUTRAL] The group number is 246.
[AGENT][NEUTRAL] 40
[AGENT][NEUTRAL] The group name is Universal Trucking.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, it says Rock and TA. I don't know if that's cut off, but that's the only letters showing.
[CUSTOMER][NEUTRAL] Rock and CA
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright, that's all I needed.
[AGENT][POSITIVE] Alright, [PII]. Well, thank you so much for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.