AccountId: 011433970860
ContactId: b98b8b98-2dd2-4fb6-8702-8f8a2aff6dae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91040 ms
Total Talk Time (AGENT): 35753 ms
Total Talk Time (CUSTOMER): 44830 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/b98b8b98-2dd2-4fb6-8702-8f8a2aff6dae_20250311T13:22_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]. My name is [PII]. Um, I have a patient that's coming to our facility for surgery on the [PII]. I just wanted to know if his, um, American Pub Life Insurance is active.
[AGENT][NEUTRAL] OK, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure, contact number is [PII] and the policy number is 02473039ML8.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII]. 1st name is [PII], last name is [PII].
[AGENT][NEUTRAL] All right, and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Effective [PII]. Perfect. Thank you so much. Could I just get a call reference number, Ms. [PII]?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that was it thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye.