AccountId: 011433970860
ContactId: 9ffa1ac0-29d7-4ab1-a9e0-0f712c874809
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103190 ms
Total Talk Time (AGENT): 46512 ms
Total Talk Time (CUSTOMER): 32403 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/9ffa1ac0-29d7-4ab1-a9e0-0f712c874809_20250221T13:44_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] Good morning, [PII]. My name is [PII]. I'm calling to verify coverage please for one member.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Let's see, it's 01678152 ML 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [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 active. It's been effective since [PII].
[AGENT][NEUTRAL] And did you want to go over the benefits as well?
[CUSTOMER][NEUTRAL] Yes, please, for outpatient diagnostic services, members coming in for an ultrasound.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So the policy will pay up to $5000 per calendar year per insured. Did you want me to see if any of that $5000 has been used?
[CUSTOMER][POSITIVE] Yes, please. Thank you.
[AGENT][NEUTRAL] You're welcome, hold on one moment.
[AGENT][NEUTRAL] And so far it has not for [PII].
[CUSTOMER][NEUTRAL] Nothing. OK.
[CUSTOMER][POSITIVE] All right, and that is it. Thank you so much. You have a wonderful day.
[AGENT][NEUTRAL] You also [PII], thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye.