AccountId: 011433970860
ContactId: 74936a69-945c-4eda-ab23-691ef4db63a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133610 ms
Total Talk Time (AGENT): 59444 ms
Total Talk Time (CUSTOMER): 42227 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/74936a69-945c-4eda-ab23-691ef4db63a8_20250226T19:36_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], I need to verify benefits please.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the benefits. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh-huh, um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Mhm, um, 206-1499.
[AGENT][POSITIVE] 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] Mhm. [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And did you need a copy of the fax back or you have particular questions about it?
[CUSTOMER][NEUTRAL] Um, well, uh, basically just wanted to see if they were eligible and, um, do you have like a group number?
[AGENT][NEUTRAL] Yes, hold on one moment.
[AGENT][NEUTRAL] I'm pulling up the facts back too.
[AGENT][NEUTRAL] So the policy has been active since [PII].
[AGENT][NEUTRAL] The group number is 19863.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And you said I'm getting a fax back?
[AGENT][NEUTRAL] Oh sure, I can fax you a copy if you need one.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, and what's a good fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And should I put attention [PII]?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] Alright, and that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alrighty, so I'll go ahead and send that over to you now. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that's all.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] OK you too thank you so much bye bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.