AccountId: 011433970860
ContactId: 6b3400b9-3bfe-4d25-baa7-1b22ca685ff0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144990 ms
Total Talk Time (AGENT): 52590 ms
Total Talk Time (CUSTOMER): 39020 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/6b3400b9-3bfe-4d25-baa7-1b22ca685ff0_20250313T15:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hello [PII]. My name is [PII] at Benefits in a car. I was calling to make sure that your system has been updated with the payment record for a member.
[AGENT][NEUTRAL] OK, [PII], I'm happy to check on that, um, payment method. Let's look, what's the policy number?
[CUSTOMER][NEUTRAL] Bear with me one moment.
[CUSTOMER][NEUTRAL] I apologize, I forgot to had it pull up when I called.
[AGENT][POSITIVE] No, no worries.
[CUSTOMER][NEUTRAL] And it is there we go.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The policy number is 259.
[CUSTOMER][NEUTRAL] 2977.
[AGENT][NEUTRAL] OK, 259-2977.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, and then if I can get the insured's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII], I mean [PII], sorry.
[AGENT][POSITIVE] That's great, thank you. OK.
[AGENT][NEUTRAL] So mode of payment on the insured's policy is still showing payroll deduction.
[CUSTOMER][NEUTRAL] OK. Do you show him at the for [PII]?
[AGENT][NEUTRAL] Let me see here. Yes. Patient is still active. Um, I show the effective date on the policy as [PII] and uh still active. No, no labs.
[CUSTOMER][NEUTRAL] All right, thank you. I was just going to confirm that.
[AGENT][NEUTRAL] OK, not a problem, [PII]. Anything else I can help you with?
[CUSTOMER][POSITIVE] That'll be all. Thank you for your time today.
[AGENT][POSITIVE] All right. Have a great day.
[CUSTOMER][NEUTRAL] Bye.