AccountId: 011433970860
ContactId: e273e554-85d7-42d3-b331-d14da0a7da28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126769 ms
Total Talk Time (AGENT): 51111 ms
Total Talk Time (CUSTOMER): 54172 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/e273e554-85d7-42d3-b331-d14da0a7da28_20241230T15:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. I'm calling from Texas Children's Physicians Group with a question for you. Are you able to verify if this plan will be active as of [PII]?
[AGENT][NEUTRAL] Yes, I can um confirm the eligibility or if there's a future lapse date. Um, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Absolutely. That's my name is [PII] spelled [PII] Last name initial [PII].
[CUSTOMER][NEUTRAL] And my direct line is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And the member's policy number?
[CUSTOMER][NEUTRAL] Members's policy, I have 01612919.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][POSITIVE] Absolutely I have here.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and 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 the policy is active, it's been effective since [PII]. There is no future lapse date on the policy, um, so it's active until we get notification to cancel.
[CUSTOMER][POSITIVE] OK, perfect. May I get a reference for this call, please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name, which is [PII], first initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] Thank you so much. Have a good day and a happy new year.
[AGENT][POSITIVE] Thank you also and thanks for calling APL. Happy New Year.
[CUSTOMER][NEUTRAL] OK