AccountId: 011433970860
ContactId: 9f639883-a4b7-43fd-b9c5-d3f7c9679296
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184949 ms
Total Talk Time (AGENT): 63173 ms
Total Talk Time (CUSTOMER): 56221 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/9f639883-a4b7-43fd-b9c5-d3f7c9679296_20250327T16:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] and I'm calling from Europe.
[CUSTOMER][NEUTRAL] I would like to check your benefits and eligibility.
[AGENT][NEUTRAL] Sure, I can check eligibility benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, so it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02566576.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] This is for [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect. Thank you for verifying that, [PII]. So this policy.
[CUSTOMER][POSITIVE] Oh, I actually have the benefits.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Oh no, what, what were you going to say? I'm sorry.
[CUSTOMER][POSITIVE] We, I actually have the benefits. It just happened that I need the plan.
[AGENT][NEUTRAL] OK, yeah, so it is active, um, effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] So there's no plan, plan type.
[AGENT][NEUTRAL] It's a secondary medical plan.
[CUSTOMER][NEUTRAL] Not the supplemental, correct?
[AGENT][NEUTRAL] Yes, uh, secondary medical.
[CUSTOMER][NEUTRAL] May I have the call reference number for this [PII]?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII], last [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Uh, for this one, what would be the time in your location right now?
[AGENT][NEUTRAL] Could you repeat that? I'm sorry.
[CUSTOMER][NEUTRAL] What would be the time on your location?
[CUSTOMER][NEUTRAL] Are you under EST MST, BST?
[AGENT][NEUTRAL] Oh, where's that well I'm, I'm Central time.
[CUSTOMER][POSITIVE] Oh, Central. Oh, sure, thank you for assisting me, [PII]. You have a good day.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] No, that's perfectly fine you too thank you bye bye.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Um