AccountId: 011433970860
ContactId: f86f5845-8a65-4cc0-a230-ccce66e9f8e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143500 ms
Total Talk Time (AGENT): 62353 ms
Total Talk Time (CUSTOMER): 59421 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/f86f5845-8a65-4cc0-a230-ccce66e9f8e1_20250102T22:12_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's [PII]. I need to advise the entire call will be monitored and recorded for quality and compliance purposes, and I am just calling to see if there is an updated COB on file for a member.
[AGENT][NEUTRAL] OK, well, I can help you with the um
[AGENT][NEUTRAL] COB and [PII], may I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the policy number is 02058865.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[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, coordination of benefits for the secondary policy.
[CUSTOMER][NEUTRAL] Um, yes, or yeah, if you keep that on file or.
[AGENT][NEUTRAL] Right. Well, we don't. We're second only to their community care HMO. That would be the only coordination of benefits for this policy.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Now they do also have a policy through their spouse. Would you pay after that also, so you would be a tertiary or would you, is it always secondary?
[AGENT][NEUTRAL] No, um, we'll always be 2nd to community care. Any other insurance after that would be 3rd or.
[AGENT][NEUTRAL] You know, however many they have, but this particular policy, they got paired with the community care only.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not.
[CUSTOMER][NEUTRAL] OK, OK, perfect. um OK, and I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII] and the first initial last name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] OK, thank you and do you have a reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help, [PII], you have a great rest of your day.
[AGENT][POSITIVE] You also listen, thanks for calling APL and Happy [PII].
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] You're welcome bye bye.