AccountId: 011433970860
ContactId: a7ba9253-8114-4839-b282-d3f57d80403e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156039 ms
Total Talk Time (AGENT): 84509 ms
Total Talk Time (CUSTOMER): 58896 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/a7ba9253-8114-4839-b282-d3f57d80403e_20250502T12:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling on behalf to Bond Secures. I need some information.
[CUSTOMER][NEUTRAL] About one of our patients. Can you help me?
[AGENT][NEUTRAL] OK, did you say that your name is [PII]? Is that correct?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK, thank you. And you're needing some information. I mean, are you, is this regarding a claim or are you checking eligibility and benefits? What type of, how can I help you today?
[CUSTOMER][NEUTRAL] Yes, mostly eligibility.
[AGENT][NEUTRAL] OK, yes, I can help you with that, [PII]. And what is uh your callback number?
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] It's going to be 2203885.
[AGENT][NEUTRAL] Thank you one moment while I get the member's information pulled up please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and any information, [PII] that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And you said that you were needing eligibility information, is that correct?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, so she had been the subscriber on the supplemental policy, [PII]. Um, this policy is no longer active at the effective date.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On this plan have been [PII].
[AGENT][NEUTRAL] And it's and its term date was [PII] and there is no other policy with APO at this time.
[CUSTOMER][POSITIVE] OK, [PII], that's perfect. That that that's all the information that I needed right now. So, uh, thank you so much. So, uh, is there a reference number for this call?
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Yes, so you would use my name along with today's date.
[CUSTOMER][POSITIVE] OK, [PII]. So thank you so much for all this information. I hope you have a good rest of your day and weekend and take care. Bye-bye.
[AGENT][POSITIVE] Well, you're very welcome.
[AGENT][POSITIVE] Uh, OK, [PII], well, same for you and thank you again for calling APL.
[CUSTOMER][NEUTRAL] You bye.
[AGENT][NEUTRAL] Uh, bye-bye.