AccountId: 011433970860
ContactId: 06161be9-f36b-464a-84da-ba5c6f55709c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 378040 ms
Total Talk Time (AGENT): 128834 ms
Total Talk Time (CUSTOMER): 75559 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/06161be9-f36b-464a-84da-ba5c6f55709c_20250609T18:16_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] Uh, hi [PII], this is [PII] calling from office to check the eligibility. Can you please help me with that?
[AGENT][POSITIVE] Sure, 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] Yeah, sure. It's [PII], direct line. It's an extension. And uh the policy number, it's um 221705846.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Is this their social?
[CUSTOMER][NEUTRAL] Oh, I'm not sure about that. Can you please check with the name and date of birth if you don't mind?
[AGENT][NEUTRAL] Sure. What's the member's first and last name?
[CUSTOMER][NEUTRAL] Uh member's first name, it's uh [PII]. It's [PII]
[CUSTOMER][NEUTRAL] And the last name is [PII] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Yes. You're right.
[AGENT][NEUTRAL] That, OK, hold on one second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Um, OK, so nothing came up. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What state is she in?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Um, OK, let me pull these that I see. I don't see any from [PII], but we only have
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] For patients with that name. I don't know if it's this well know, these are different socials.
[AGENT][NEUTRAL] And none of them match her. OK. What's the date of birth?
[CUSTOMER][NEUTRAL] Uh, date of birth it's um [PII].
[AGENT][NEUTRAL] Alright, is it alright if I place you on just a brief hold, [PII], while I look into the policies that we do have?
[CUSTOMER][POSITIVE] Yeah, sure. We can do that.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Did I get one of each [PII]?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's a different social.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Wait, [PII].
[AGENT][NEUTRAL] No, no, no, OK, there we go. OK, let's try that.
[AGENT][NEUTRAL] [PII], nope.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What's this data, I mean not data service date of birth.
[AGENT][NEUTRAL] No, not the same. OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], no, it's not February. I don't think we have this person. Let me try this last 1, [PII].
[AGENT][NEUTRAL] Oh man, I, I didn't mean to do that.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, we don't have that.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] I am, yeah.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. So I went through all the policies that we have with the name [PII] on them, but they all have a different date of birth and none of them match the same social. So we don't have a policy on file for your member.
[CUSTOMER][POSITIVE] OK, uh, well, thank you very much.
[CUSTOMER][NEUTRAL] Uh, can you please provide me the reference and your first name?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date, which is [PII], first initial of my last name is [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, [PII], thank you very much uh for this information. Have a wonderful day. Bye for now.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.