AccountId: 011433970860
ContactId: 6e29427b-caff-4952-a580-6e7ded5edb97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113239 ms
Total Talk Time (AGENT): 58281 ms
Total Talk Time (CUSTOMER): 31619 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/6e29427b-caff-4952-a580-6e7ded5edb97_20250210T20:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling to verify eligibility for a dependent.
[AGENT][NEUTRAL] Yeah, I could check eligibility for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] 987-058
[AGENT][NEUTRAL] OK. And what was the name and date of birth for the member you're saying?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so yes, uh, [PII] is uh active under this policy. The effective date for him is [PII].
[CUSTOMER][NEUTRAL] OK, can I just confirm my deductible and max to make sure nothing changed for this year?
[AGENT][NEUTRAL] Sure, did you need me to send you a copy of the fax back as well?
[CUSTOMER][NEUTRAL] Uh, no, that'll be OK.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] So this policy, uh, annual max per member is $1500 and that deductible is $50 which does not apply to preventative, um, and I will go ahead and see um if any has been used so far this year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, none has been used so far this year.
[CUSTOMER][POSITIVE] OK, perfect. Then that's all I needed to know.
[AGENT][NEUTRAL] OK, so is there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, that was the only one for today.
[AGENT][POSITIVE] Alright, sounds good well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you so much.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.