AccountId: 011433970860
ContactId: 9087da39-4a24-4942-ac93-172c31de9cab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200639 ms
Total Talk Time (AGENT): 75807 ms
Total Talk Time (CUSTOMER): 50858 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/9087da39-4a24-4942-ac93-172c31de9cab_20250127T16:04_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] Um, I just have a few questions about a member's plan.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the member's policy. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and a good contact number is [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02479094
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[AGENT][NEUTRAL] And that was 247-900-94 or 9094?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 02479094
[AGENT][NEUTRAL] OK, sorry about that. Hold on one moment.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], 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 how may I assist you with their um benefits?
[CUSTOMER][NEUTRAL] I was just wondering if he has any history of a FMX.
[AGENT][NEUTRAL] And what is the code for that?
[CUSTOMER][NEUTRAL] D 0210.
[AGENT][NEUTRAL] And I am not showing any um history with um [PII].
[CUSTOMER][NEUTRAL] OK, what about a pan [PII]?
[AGENT][NEUTRAL] Um, well, we've never processed any claims for the insured yet. So, so he doesn't have any history on file.
[CUSTOMER][NEUTRAL] OK, yes ma'am, and is his plan based on the calendar year?
[AGENT][NEUTRAL] Let me see, hold on one moment.
[AGENT][NEUTRAL] I'm just pulling up the fax back hold on one moment.
[AGENT][NEUTRAL] So this policy is on the calendar year.
[CUSTOMER][NEUTRAL] Yes ma'am, and for his waiting period is that he has a 12 month waiting period on major is that from the effective date?
[AGENT][NEUTRAL] Yes, um, so it'll be 12 months from, hold on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, yes ma'am, and what's his group number?
[AGENT][NEUTRAL] It is 12028.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] For the group number, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, 12028?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, yes ma'am thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No ma'am, that'll be it.
[AGENT][POSITIVE] All right, well, thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.