AccountId: 011433970860
ContactId: e954c688-a750-448e-8418-eb0fd557e7ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139160 ms
Total Talk Time (AGENT): 66969 ms
Total Talk Time (CUSTOMER): 36077 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/e954c688-a750-448e-8418-eb0fd557e7ec_20250220T19:28_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 my name is [PII]. I'm trying to see if a member is still active and if our provider is in network.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility and the network, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] I have 02353767.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um, date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing that the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] This is a hospital indemnity policy. However, um, through multi-plan, it does have the PPO network. Um, however, because it's multi-plan, we don't have access to their list of providers. I can give you or transfer you to their phone number or give you the website to see if your provider is in network with them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, sure, if I can get the number.
[AGENT][NEUTRAL] OK, the phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, then can I get a reference number please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date and again that's [PII] First initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK great thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that should be it.
[AGENT][POSITIVE] All right, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.