AccountId: 011433970860
ContactId: 0e4c2e22-1573-4f47-a53c-3d08891e16d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166039 ms
Total Talk Time (AGENT): 45193 ms
Total Talk Time (CUSTOMER): 95209 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/0e4c2e22-1573-4f47-a53c-3d08891e16d0_20250303T20:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, um, I, I'm calling for the eligibility for a member. My name's [PII] with a provider. So I, we had someone verified on 222, but I just wanna make sure it was verified correctly because sometimes they put.
[AGENT][NEUTRAL] OK, and I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] It is 024730063.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[AGENT][NEUTRAL] do.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] OK. [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. You just want to know if the policy was still active?
[CUSTOMER][NEUTRAL] Yes, because someone put it they verified it, but it's like that's not the, the reference number they put like it's always your name in today's date. They didn't put they put them in different, so I'm like, let me double check.
[AGENT][NEUTRAL] OK, I can help you with that. Effective date is [PII]. The policy is active.
[CUSTOMER][NEUTRAL] OK, so that was correct. OK, I, I just wanted so that policy is still active, right? And then when the mother the subscriber is [PII], right?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, perfect. Uh right, OK, perfect. That's all I wanted to check for that person to do it correctly. Alright, and the group and the question one more question and then the group name, the group name is I Cuba.
[AGENT][NEUTRAL] Elder, yes. Mhm.
[AGENT][POSITIVE] Thank you. Thank you.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The group name is Nova Southeastern University.
[CUSTOMER][NEUTRAL] And the group
[CUSTOMER][NEUTRAL] OK, let me take Lenovo.
[CUSTOMER][NEUTRAL] Southeast eastern.
[AGENT][NEUTRAL] University.
[CUSTOMER][NEUTRAL] University
[CUSTOMER][NEUTRAL] And is the group number 23143?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] That's correct. OK, let me just check one more thing.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um hm.
[CUSTOMER][NEUTRAL] OK let me just check one more thing here.
[CUSTOMER][NEUTRAL] That's why I always like to check.
[CUSTOMER][NEGATIVE] Not listed.
[CUSTOMER][POSITIVE] OK, OK, perfect. That was it. Thanks, [PII].
[AGENT][POSITIVE] Thank you, [PII] for calling IPO. You have a good afternoon.
[CUSTOMER][NEUTRAL] Bye bye you too.