AccountId: 011433970860
ContactId: b7621b8e-e93b-47f6-a574-1e2f975cccce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147619 ms
Total Talk Time (AGENT): 69097 ms
Total Talk Time (CUSTOMER): 44728 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/b7621b8e-e93b-47f6-a574-1e2f975cccce_20250401T13:45_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 [PII], I'm calling because I'm needing to verify benefits for a patient.
[AGENT][POSITIVE] OK, well, I can definitely help you with the benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII] and the contact number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it'll be.
[CUSTOMER][NEUTRAL] 01611844 M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII]. Date of birth is [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 the policy is active. It's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Um, just what amount she has, um, used from her $1500 gap insurance.
[AGENT][NEUTRAL] OK, let's see, hold on one moment.
[AGENT][NEUTRAL] And again, just for the call, all the information provided is a verification of benefits, not a guarantee of payment. So let me see 490. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She's used $490.65. She has $1,09.35 left for the year.
[CUSTOMER][NEUTRAL] How much is remaining, I'm sorry, 1000?
[AGENT][NEUTRAL] $1,009.35.
[CUSTOMER][NEUTRAL] OK, perfect and may I please have your name and a reference number for today's call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date, and that's [PII] to my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you so much you have a great day.
[AGENT][POSITIVE] You're very welcome and also thanks for calling APL. Was there anything else I can help with?
[CUSTOMER][POSITIVE] No, that would be all thank you.
[AGENT][POSITIVE] All right. You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] Bye-bye.