AccountId: 011433970860
ContactId: 653cb1a8-6d85-4502-8714-9fd553f73031
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142050 ms
Total Talk Time (AGENT): 49462 ms
Total Talk Time (CUSTOMER): 79802 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/653cb1a8-6d85-4502-8714-9fd553f73031_20250311T19:43_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], my name is [PII]. I am insured with you as a secondary policy. Um, I'm trying to finalize a claim with the hospital, but it was on last year's, um, policy, and I know the number changed. So would you be able to give me my number for last year? I can give you the price.
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, what information do you need to look it up? I can give you the present one.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, 1st may I have a good contact number in case we're disconnected and then yes, your current policy number?
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Do you need the group ID or the um outpatient benefit number?
[AGENT][NEUTRAL] Um, the outpatient benefit.
[CUSTOMER][NEUTRAL] OK. 02583434 MLB.
[CUSTOMER][NEUTRAL] 0, ML8 sorry.
[AGENT][NEUTRAL] It's OK. Hold on one moment. Thank you for that.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, and the mailing address on file.
[CUSTOMER][NEUTRAL] [PII]. OK, [PII], um [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so your last policy number was 186.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 1522.
[CUSTOMER][NEUTRAL] That's the policy number.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um, and 181861522?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And is that the do you have a number for the in hospitals benefit number?
[AGENT][NEUTRAL] Well, the in-hospital and the outpatient, the numbers are the same. The ML 7 or 8 at the end is different. We just need the numbers, the numbers is the policy.
[CUSTOMER][POSITIVE] OK. OK. All right. Thank you so much. You've been very helpful.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye. OK, bye.