AccountId: 011433970860
ContactId: a2a9ffb9-e980-457e-b730-69133f769994
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176139 ms
Total Talk Time (AGENT): 66433 ms
Total Talk Time (CUSTOMER): 74502 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/a2a9ffb9-e980-457e-b730-69133f769994_20250116T14:05_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] Hi, good morning, [PII]. This is [PII] calling from the provider's office.
[CUSTOMER][NEUTRAL] And I'm calling in to check on eligibility and benefits information for one of our clients. Would you be able to help me?
[AGENT][POSITIVE] Yes, I'll be more than happy to help you with the eligibility and the benefits and Easton, may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. It's uh my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the policy number I have for the client.
[CUSTOMER][NEUTRAL] It is 984202.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure. The member's first name is [PII].
[CUSTOMER][NEUTRAL] The last name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth I see is uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing that the policy is no longer active. It was effective from March.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You're no longer active.
[AGENT][NEUTRAL] It was affected from
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry, the effective date you said is [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And [PII] was the end date.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Do you see any other policies along with this, or this is completely closed, inactive?
[AGENT][NEUTRAL] There was a policy after it, but that's no longer active as well. Um, policy number 184.
[AGENT][NEUTRAL] 643 5.
[AGENT][NEUTRAL] was active from [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. No problem. Thank you. Uh, can I get a reference number as this is an active, uh, there's nothing which I can take now. So give me a reference number for the call, [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] There's no call reference number, but you can use my name in today's date. The first initial to my last name is.
[CUSTOMER][NEUTRAL] How do you spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. And the initial you said is [PII]?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][POSITIVE] All right, [PII]. Thank you so much for your time and patience. You have a wonderful day.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day. Bye bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.