AccountId: 011433970860
ContactId: ab5161e3-b11d-4753-b418-5b988b02352c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145899 ms
Total Talk Time (AGENT): 78596 ms
Total Talk Time (CUSTOMER): 55396 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/2025/03/25/ab5161e3-b11d-4753-b418-5b988b02352c_20250325T14:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I need to verify um benefits for this year for a patient.
[AGENT][POSITIVE] Sure, I can check benefits for you. uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yeah, it looks like subs or subscriber ID.
[AGENT][POSITIVE] Mhm. Yeah, that's right.
[CUSTOMER][NEUTRAL] 02539354.
[AGENT][NEUTRAL] OK. And then uh what was the name and date of birth for the insured, please?
[CUSTOMER][NEUTRAL] [PII], birthday [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. The effective date was [PII]. And if you'd like I can send you the uh fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah that'd be great.
[AGENT][NEUTRAL] OK, uh, let's see one moment and then I can see if uh any of their benefits have been used so far this year as well. um, what was that fax number for you, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII] or sorry my fax number I just drew a blank [PII].
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, I'm sorry, could you repeat the whole number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Got it. OK, I'm gonna read that back, make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Got it. OK, um, and then let me check really quick to see if any of their benefit amounts have been used.
[AGENT][NEUTRAL] OK, none has been used so far this year, so they do have their full benefit amount.
[CUSTOMER][NEUTRAL] OK perfect and then I mean I don't think a lot is covered is this still just a basic restore and preventative?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, correct. There is no, um, major coverage for this uh policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect all right thank you so much I appreciate your help.
[AGENT][NEUTRAL] Alright, yeah, was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.