AccountId: 011433970860
ContactId: e52fa4f7-4023-4fb2-8fdc-af172ff68928
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130479 ms
Total Talk Time (AGENT): 58873 ms
Total Talk Time (CUSTOMER): 47138 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/e52fa4f7-4023-4fb2-8fdc-af172ff68928_20250416T18:57_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]. My name is [PII]. I'm calling on behalf of West Coast Endoscopy Surgery Center. I just need to check eligibility on a member.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility and [PII], may I have a good contact number in case we're disconnected and the policy number.
[CUSTOMER][NEUTRAL] Yes, it's [PII], I'm sorry, [PII].
[CUSTOMER][NEUTRAL] And the policy number
[CUSTOMER][NEUTRAL] 05174
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Hold on one second, [PII]. The phone went out and all I heard was 5 and 74 I think.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, did you get the phone number?
[AGENT][POSITIVE] Yes, I got your number.
[CUSTOMER][NEUTRAL] OK, OK, so the policy number is 002605174.
[AGENT][NEUTRAL] Oh, OK. Hold on one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] like
[AGENT][NEUTRAL] And 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 active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, and you are secondary, correct?
[AGENT][NEUTRAL] Yes, ma'am. Let me double check though, what type of policy this is. Yes, this is a secondary um supplemental gap insurance.
[CUSTOMER][POSITIVE] Very good. And can I get your last name initial?
[AGENT][NEUTRAL] Mhm. It's [PII].
[CUSTOMER][NEUTRAL] And can I get a reference number if you have one?
[AGENT][NEUTRAL] Mhm. So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Alright, thank you very much. I appreciate you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] No, that's it thanks.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.