AccountId: 011433970860
ContactId: cd88bdce-8696-4044-ac77-73548ee91e06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208039 ms
Total Talk Time (AGENT): 74149 ms
Total Talk Time (CUSTOMER): 51980 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/cd88bdce-8696-4044-ac77-73548ee91e06_20250305T19:19_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 [PII], this is [PII] calling from Mental Health Specialty QPA. Please be advised that this call is recorded for quality and training purposes. I am calling to check for eligibility and benefits for outpatient telehealth visit on the mental health.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility and the benefits, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Policy number or the member ID?
[AGENT][NEUTRAL] Um, it should start with a 01 or 02. It may have an ML 7 or 8 at the end.
[CUSTOMER][NEUTRAL] Yeah, it's 02536254.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is the verification of benefits, not a guarantee of payment. Um, now the policy is active, it's been effective since [PII].
[AGENT][NEUTRAL] APL does not administer this product, so we don't have the benefits. However, I can transfer you over to Universal Trucking to go over the benefits and the eligibility.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so did you want the phone number as well, or would you like me to just transfer you?
[CUSTOMER][NEUTRAL] Just transfer me.
[AGENT][NEUTRAL] OK, before I transfer you, is there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, nothing.
[AGENT][POSITIVE] Alright, well, thanks so much for calling APL [PII]. Hold on one moment for your transfer.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Would there be TVA
[CUSTOMER][NEUTRAL] UTBA?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK, hold on one moment. She was um speaking to you. I'll give them a call back. Hold on one moment.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Capital Group BTBA.
[AGENT][NEUTRAL] Hey, this is [PII]. I'm calling from APL. I have a um provider on the other line. They're trying to go through some benefits for an insured.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][NEUTRAL] All right, thank you. Hold on one moment.
[AGENT][NEUTRAL] And she's on the line.
[CUSTOMER][NEUTRAL] Thank you for holding. What's the first and last name of.