AccountId: 011433970860
ContactId: 53b3e728-3afb-453d-8089-faab3d83881d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230020 ms
Total Talk Time (AGENT): 69239 ms
Total Talk Time (CUSTOMER): 85362 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/53b3e728-3afb-453d-8089-faab3d83881d_20250613T12:47_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] last initial [PII], just calling to check on coverage for two separate patients, please.
[AGENT][NEUTRAL] OK, well, I can help you with the eligibility and benefits and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the first member's policy number?
[CUSTOMER][NEUTRAL] 01988307
[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. So I am showing this policy is active. It's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Um, I don't need benefits, just the effective date and to know the plan is currently active, that's all I need. Let me just document here on my end.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, quick question about this one, the group name I have Paychecks Business Solutions LLC.
[AGENT][NEUTRAL] Um, we're showing A like apple, T like Tom, F like Frank Services LLC.
[CUSTOMER][NEUTRAL] OK, and the group number 16,870?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] All right, so whenever you're ready I'll give you the next patient policy number.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] OK, and the next member's policy number?
[CUSTOMER][NEUTRAL] 025802.
[CUSTOMER][NEUTRAL] 21
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, not.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And this policy has been active since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, for this one, the group name I have is Bowman Automotive LLC.
[AGENT][NEUTRAL] Um, well, yes, ours are showing Bowman.
[AGENT][NEUTRAL] Volvo, um, but I guess that's the same thing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can you provide me the group number for this one, please?
[AGENT][NEUTRAL] Mhm. I have 24,480.
[CUSTOMER][NEUTRAL] OK, and for this plan is [PII] the subscriber?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right perfect thank you so much for your help today.
[AGENT][POSITIVE] You're welcome. Was there anything else can I assist you with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you. Take care.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a great weekend. Bye bye.
[CUSTOMER][NEUTRAL] You too bye.