AccountId: 011433970860
ContactId: 94aeb541-63ff-4840-bec9-4715ec44ee33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162199 ms
Total Talk Time (AGENT): 62020 ms
Total Talk Time (CUSTOMER): 53263 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/94aeb541-63ff-4840-bec9-4715ec44ee33_20250122T19:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Um, yes, [PII], this is [PII]. I was calling to, um, verify benefits.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I can assist you with benefits. Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK. [PII], can I have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Policy number for the member.
[CUSTOMER][NEUTRAL] 1424283
[AGENT][NEUTRAL] Bye
[AGENT][NEUTRAL] See, could you please verify the member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much for verifying the information. You're calling for claim status. Could you please um provide me with the data service you're calling about?
[CUSTOMER][NEUTRAL] Um, his surgery is for the [PII].
[AGENT][NEUTRAL] So you say you're calling for claim status.
[CUSTOMER][NEGATIVE] No benefits, benefits and eligibility.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So this member has a supplemental policy with us. This policy is currently active. The effective date is [PII]. We will cover co-payments, co-insurance and deductibles unless the members meet.
[AGENT][NEUTRAL] We will cover co-payments, co-insurance, deductibles if the major uh members major medical leaves patient responsibility.
[CUSTOMER][POSITIVE] OK, so he is active and he is good and that's a Medicare supplement.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Do you have a call reference number?
[AGENT][NEUTRAL] I sure do, [PII]. It would be my name and today's date. Would that be all I can assist you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And your name is [PII]. Do you have uh your last first name first initial to your last name?
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, I appreciate it.
[AGENT][POSITIVE] No problem at all. Thank you so much for calling APL. You have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.