AccountId: 011433970860
ContactId: da055d3f-6908-4761-8c2c-1bd7370e25d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254869 ms
Total Talk Time (AGENT): 86371 ms
Total Talk Time (CUSTOMER): 108163 ms
Interruptions: 5
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/da055d3f-6908-4761-8c2c-1bd7370e25d6_20250522T18:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII], calling on behalf of the rental office to check on eligibility. So could you please help me with that?
[AGENT][NEUTRAL] Yes, [PII], I can help you with eligibility. Can you please give me your callback number just in case the call is dropped?
[CUSTOMER][NEUTRAL] Sure. It's [PII]. That's a direct line.
[AGENT][NEUTRAL] Thank you, sir. And then what is the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 2,457,480.
[CUSTOMER][NEUTRAL] The member's name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I've got member pulled up now. I do show that they do have an active policy. The effective date of the policy is [PII], and everything is current.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you. OK. So just to confirm, uh, it is also the subscriber?
[AGENT][NEUTRAL] Yes, that is the subscriber.
[CUSTOMER][NEUTRAL] Thank you. And uh the group name is Creative Circle. Is that correct?
[AGENT][POSITIVE] Correct. Yes, sir.
[CUSTOMER][NEUTRAL] And the group, yeah, thank you. Group number is 70,030.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Thank you. And how much is the benefit you for this plan or for this year?
[AGENT][NEUTRAL] Uh, what, what benefits have they used any of their benefits for this year? Is that what you're asking?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Let me look real quick.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] BP to go to for BP show yeah I uh.
[AGENT][NEUTRAL] OK, and this is just to verify benefits. It's not a guaranteed payment. The insured still has $6 left to pay on their deductible, and they only have $28.60 left out of their benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My.
[CUSTOMER][NEUTRAL] Uh, sorry, so the remaining is $28.20 you said?
[AGENT][NEUTRAL] $28.60 is remaining of their benefits and they still have $6 left to pay on their deductible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And how much is?
[CUSTOMER][NEGATIVE] Uh, $6 for deductible.
[CUSTOMER][NEUTRAL] And how much was you?
[AGENT][NEUTRAL] $471.40.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] $6 OK for the doctor.
[CUSTOMER][NEUTRAL] OK, thank you. So just help me with the call reference number, please.
[AGENT][NEUTRAL] Yes sir, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for your help though with my questions. Thank you.
[AGENT][POSITIVE] You too, [PII] you have a wonderful day. Is that everything I can help you with before we go?
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][POSITIVE] OK, well, thank you for calling ATL. You take care, sir.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.