AccountId: 011433970860
ContactId: d194d50c-0386-47bb-8d84-14a6a97354ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168899 ms
Total Talk Time (AGENT): 63460 ms
Total Talk Time (CUSTOMER): 34834 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/d194d50c-0386-47bb-8d84-14a6a97354ce_20250102T20:41_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], it's [PII] calling from Doctor [PII]'s office. I need to get eligibility and benefits.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the eligibility and benefits, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And policy number is 02365939.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [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 effective. It's been active since [PII].
[AGENT][NEUTRAL] Um, now for the benefits though, you have to reach out to um Universal Trucking. We only do the administrative part for this product, um, so we don't actually have access to their benefits, um, but I can give you the number and transfer you over if you'd like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So yes, ma'am.
[AGENT][NEUTRAL] OK, so that's 877.
[AGENT][NEUTRAL] 472.
[AGENT][NEUTRAL] 5541.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Alright, before I transfer you, is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, no, ma'am, that's all that I need. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and [PII] and hold on one moment for your transfer. You're welcome.
[CUSTOMER][NEUTRAL] If you
[CUSTOMER][NEUTRAL] UTVA?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I think they just disconnected. Hold on one second.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] UTVA?
[CUSTOMER][NEUTRAL] Hello can you hear me? Yes.