AccountId: 011433970860
ContactId: f6d34adb-5138-4b1c-9aa0-41c0766e2797
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132320 ms
Total Talk Time (AGENT): 64211 ms
Total Talk Time (CUSTOMER): 40251 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/f6d34adb-5138-4b1c-9aa0-41c0766e2797_20250311T20:07_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] And I needed to verify benefits on a patient.
[AGENT][POSITIVE] OK, I can definitely help you with the benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's, yes ma'am, it's [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 02229730.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], 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 I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, in terms of the particular benefits, um, you would have to reach out to Universal Trucking because APL doesn't administer this product, but I can give you the number and transfer you over if you like.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Um, so the phone number just in case you need it is [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome and before I transfer you over, [PII], was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That's it, [PII], thank you for your help.
[AGENT][NEUTRAL] Alright. You're welcome. Thanks for calling APL. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm. You are on hold.
[CUSTOMER][NEUTRAL] Capital Group BTVA.
[AGENT][NEUTRAL] Hi, my name is [PII]. I have a provider on the other line that needs to um go over eligibility.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And she's on the line.
[CUSTOMER][POSITIVE] Thank you for holding. This