AccountId: 011433970860
ContactId: c53041ca-3520-41e0-a480-4e42362780d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167190 ms
Total Talk Time (AGENT): 64779 ms
Total Talk Time (CUSTOMER): 63860 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/c53041ca-3520-41e0-a480-4e42362780d7_20250609T17:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from facility to check the eligibility status. Could you please help?
[AGENT][NEUTRAL] Yes, I can 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] Yeah.
[CUSTOMER][NEUTRAL] Yeah, the contact number is [PII]. It's a direct line. And the policy number is 023-21476.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the member's first name is [PII] and the last name is [PII], and the 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. So I am showing the policy is active. It's been effective for [PII] since [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Got you. Could you please tell me the pay ID and the mailing address?
[AGENT][NEUTRAL] Sure, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Pay ID is 60.
[AGENT][NEUTRAL] 80
[AGENT][NEUTRAL] 1
[AGENT][NEUTRAL] And the uh mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] And also, may I know the time finding limit?
[AGENT][NEUTRAL] Um, there's no timely filing as long as the policy is active on the data service, you can file at any time.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] May I get the call reference number right now?
[AGENT][NEUTRAL] Sure, there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] OK thank you Mrs. [PII] have a nice day.
[AGENT][POSITIVE] You also, was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] That's it for today. Thank you for asking. Bye.
[AGENT][POSITIVE] Alright, thanks for calling APL. You're welcome. Bye-bye.