AccountId: 011433970860
ContactId: a14d9ce0-5473-4bfc-9982-a8b0546293aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125050 ms
Total Talk Time (AGENT): 60009 ms
Total Talk Time (CUSTOMER): 53941 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/a14d9ce0-5473-4bfc-9982-a8b0546293aa_20250520T13:43_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] Hello, uh, good morning. My name is [PII]. Uh, uh, I'm calling uh to verify the benefits of the patient that has a gap insurance.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the member's benefits, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes. So, one second, it will be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And the member's policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The policy number will be 016.
[CUSTOMER][NEUTRAL] 781
[CUSTOMER][NEUTRAL] 71
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lauren, A.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth will be [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so I'm actually showing that [PII] doesn't have any policies active with APL. Um, the last policy she had with us was policy number or the one you provided, but it turned.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Well, it was effective from [PII], and there's been no other policies with us since [PII].
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][POSITIVE] Thank you, thank you for everything, OK?
[AGENT][POSITIVE] You're welcome. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] Can you provide me,
[CUSTOMER][NEUTRAL] Yeah, yeah. Can you provide me with the reference number and the, and your name, please? Again?
[AGENT][NEUTRAL] Sure, sure. So there's no call reference number, but you can use my name in today's date, and that's [PII], first initial of my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK thank you have a good day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL you also. Bye-bye.
[CUSTOMER][NEUTRAL] Like