AccountId: 011433970860
ContactId: 6be47f85-0804-41cb-8ae6-afac1f6a0e41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151639 ms
Total Talk Time (AGENT): 66600 ms
Total Talk Time (CUSTOMER): 47252 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/6be47f85-0804-41cb-8ae6-afac1f6a0e41_20250529T13:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], I was trying to see if I could get benefits eligibility for 2 siblings.
[AGENT][POSITIVE] OK, I'll be more than happy to assist you with the eligibility and benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] It's 0259.
[CUSTOMER][NEUTRAL] 2877.
[CUSTOMER][NEUTRAL] Yes
[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] Yes, it's for [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment, and you needed the benefits for [PII] as well.
[CUSTOMER][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] Or just [PII]. OK. Um, so the benefits will be the same. Um, so the policy has been active since [PII].
[CUSTOMER][NEUTRAL] No, it was for LBA too.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And it's a hospital indemnity policy. Um, what type of benefits were you looking for?
[CUSTOMER][NEUTRAL] Um, they're coming in for a wellness, yearly wellness checkup.
[CUSTOMER][NEUTRAL] So a physical.
[AGENT][NEUTRAL] Let me see, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So for the physician's office, the policy will pay up to $50 per day with a max of 4 days per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's for the checkup too.
[AGENT][NEUTRAL] Yes, um, for the entire visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] $50 per day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you so much. Can I get a reference number?
[AGENT][NEUTRAL] You're very welcome. Well, there's no call reference number, but you can use my name in today's date. The first initial of my last name is [PII], and again my name is [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] All right thank you so much.
[CUSTOMER][POSITIVE] That'll be it for right now thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye bye.