AccountId: 011433970860
ContactId: 0966d4aa-c53f-43dd-a45e-a04f0dc1b0ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308450 ms
Total Talk Time (AGENT): 116003 ms
Total Talk Time (CUSTOMER): 83992 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/0966d4aa-c53f-43dd-a45e-a04f0dc1b0ca_20250528T19:41_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 to see eligibility.
[AGENT][NEUTRAL] OK, well, I can definitely 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] [PII].
[CUSTOMER][NEUTRAL] Policy number is 01452943M as in Mary L as in Lima 8.
[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] [PII].
[AGENT][NEUTRAL] And the policy number was 1452943?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] ML
[AGENT][NEUTRAL] Wait, 1452943. OK, and what's the member's name? I'm asking because it's a different, it's pulling up a different member.
[CUSTOMER][NEUTRAL] Um, [PII] Date of birth is [PII].
[AGENT][NEUTRAL] And it's 1452943?
[CUSTOMER][NEUTRAL] Yeah, that's what he gave us.
[AGENT][NEUTRAL] OK, um, I'm just asking because it's bringing up a totally different like completely different names, um.
[AGENT][NEUTRAL] Let me see if I can pull it up with the name then because
[AGENT][NEUTRAL] That name is not on this policy. Hold on one second.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] Um, he spells it [PII]
[AGENT][NEUTRAL] OK, no. Um, so this, we don't have a member with that name in our system and the policy, the policy number is correct, but it's bringing up a different, like completely different person.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, do you have a full social for them I can try, but with the name, nothing's coming up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] Let me see if it gives me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm mm no mm.
[CUSTOMER][NEUTRAL] Just.
[AGENT][NEUTRAL] OK, and it's for American Public Life?
[CUSTOMER][NEUTRAL] Yeah mhm.
[AGENT][NEUTRAL] OK, um, well, we would need either we can search it with the full social or confirm that and the policy is under him.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Honestly, I wouldn't know like it's just the number that he gave us.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, yeah, I would say to
[AGENT][NEUTRAL] At least a full social or or check that policy number because it it's not bringing up a [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me just say it won't let me. Let me see something like the pay. No, not doing that either.
[AGENT][POSITIVE] Mhm, take your time.
[CUSTOMER][NEGATIVE] Yeah, it is not me, it doesn't like let me get back to the social to read the whole thing, the last four, no, I don't have any other thing else.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, well, if you get more information, you can definitely give us a call back and we'll search, but yeah, we don't even, we don't have a Jude Weeks in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, um, is there a reference number for the call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. And again, that's [PII], first initial and my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK great thank you so much you have a good one.
[AGENT][POSITIVE] You also, [PII], thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.