AccountId: 011433970860
ContactId: 7889385e-6f81-4167-bdc1-e5dde88e70d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112660 ms
Total Talk Time (AGENT): 46013 ms
Total Talk Time (CUSTOMER): 58741 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/7889385e-6f81-4167-bdc1-e5dde88e70d9_20250305T18:35_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]. How are you?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][NEUTRAL] Good, thank you. I just want to see, I just noticed right now it is inactive, but I'm just calling just to make sure before I call the patients. Um, a patient coming in tomorrow for surgery and I just wanted to check to see if their, um, American Pub Life was active or maybe they have a different plan.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or a member ID?
[AGENT][NEUTRAL] Well, I can definitely check the policy for you and [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then the member's policy number that I have here is 114.
[CUSTOMER][NEUTRAL] 4678.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's uh [PII] The last name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing that the policy is no longer active. Um, it was effective from [PII], and there were no other active policies uh since that one with APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Since then. Perfect. Thank you so much, my love. I appreciate your help.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Alright well thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too. You take care.
[AGENT][POSITIVE] Thank you. You also. Bye bye.
[CUSTOMER][POSITIVE] Thanks. Bye. Thanks, bye.