AccountId: 011433970860
ContactId: e4ccb757-e571-4336-99b4-f65d18e6ac87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130830 ms
Total Talk Time (AGENT): 47777 ms
Total Talk Time (CUSTOMER): 69883 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/e4ccb757-e571-4336-99b4-f65d18e6ac87_20250415T17:23_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] Hey [PII], this is [PII] from Anton Blue Cross Blue Shield. How are you doing today?
[AGENT][POSITIVE] I'm doing well, [PII]. How are you?
[CUSTOMER][NEUTRAL] Uh, not too bad, thanks. And what's the first initial of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you. And I just need to uh verify if this is a regular um
[CUSTOMER][NEUTRAL] Medical plan or something else?
[AGENT][NEUTRAL] OK, um, I can definitely verify the policy for you, [PII]. May I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] And the policy number I have is 01835781.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Sure, sure, sure.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEGATIVE] [PII], I can't say. And then it's [PII]. Terrible. I'm sorry.
[AGENT][NEUTRAL] Hm.
[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], and this is a limited medical policy. It's a hospital indemnity policy.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] It's just a hospital indemnity? OK. OK. So it's still active, but it's just a hospital indemnity. So it's not really a major medical at all. OK. I just needed to verify that. OK. Hospital indemnity. And what is the, um,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] The reference number of this call then.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] OK, that sounds wonderful. I hope you have a great day and a wonderful [PII], OK?
[AGENT][POSITIVE] Thank you, [PII]. You also, was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it. Take care.
[AGENT][POSITIVE] Alright, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye.