AccountId: 011433970860
ContactId: 8527ab73-29ee-4110-a32c-45c432a36990
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103319 ms
Total Talk Time (AGENT): 40252 ms
Total Talk Time (CUSTOMER): 46688 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/8527ab73-29ee-4110-a32c-45c432a36990_20250602T16:30_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, my name is [PII]. I just had a question about um our benefits.
[AGENT][POSITIVE] I'll be happy to assist with your questions today, Ms. [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It's um 18949.
[AGENT][NEGATIVE] That doesn't seem right. Um.
[CUSTOMER][NEUTRAL] I have that as a group number.
[AGENT][NEUTRAL] Oh, that's your group number. OK.
[CUSTOMER][NEUTRAL] The card itself, yeah, sorry. I don't have an actual policy number on this card.
[AGENT][NEUTRAL] Do you see something that says either benefit inpatient outpatient benefit cert number?
[CUSTOMER][NEUTRAL] Oh yes, I see that.
[AGENT][NEUTRAL] Can I have that? OK, that's your policy number. Can I have that?
[CUSTOMER][NEUTRAL] Which one?
[CUSTOMER][NEUTRAL] Oh, OK, um, 01988283.
[AGENT][NEUTRAL] All right. And if you can please verify your date of birth and mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you for that. Please be advised the verification of coverage is not a guarantee of payment and what questions in regards to the policy did you have today?
[CUSTOMER][NEUTRAL] I was wondering if this policy covers any uh durable medical equipment like a back brace.
[AGENT][NEGATIVE] No, ma'am, it does not.
[CUSTOMER][POSITIVE] It does. OK. It does not. OK, perfect. Thank you.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] No, that's it. Thanks so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.