AccountId: 011433970860
ContactId: b9fe64fe-50bb-4d66-a62d-fcfb20f1bc98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129220 ms
Total Talk Time (AGENT): 60181 ms
Total Talk Time (CUSTOMER): 44804 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/b9fe64fe-50bb-4d66-a62d-fcfb20f1bc98_20250206T21:46_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][POSITIVE] I'm good. I'm going to get benefits and eligibility for a member, please.
[AGENT][POSITIVE] OK, I can definitely help you with both the benefits and eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course, it's [PII] and [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. May I have the member's policy number?
[CUSTOMER][POSITIVE] Yes, of course it is.
[CUSTOMER][NEUTRAL] 01605
[CUSTOMER][NEUTRAL] 820 ML 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Of course, it's [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you. So I'm actually showing the policy is no longer active. Um it was effective from [PII].
[AGENT][NEUTRAL] And there were no policies after um this policy that turned in 23.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, when did it terminate you said? I'm sorry?
[AGENT][NEUTRAL] Um, hold on one second, let me.
[AGENT][NEUTRAL] It terminated [PII].
[CUSTOMER][NEUTRAL] Um, [PII] OK.
[CUSTOMER][NEUTRAL] And you said no active policy, correct?
[AGENT][NEUTRAL] Yes, uh, since then.
[CUSTOMER][POSITIVE] OK, perfect. OK, can I get a reference for the call please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date, which is [PII], first initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII] you have a good day OK?
[AGENT][POSITIVE] You're welcome and thanks for calling APA. You have a great day also.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.