AccountId: 011433970860
ContactId: 0f61d91b-2c7b-409f-be83-67c52ec110ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187460 ms
Total Talk Time (AGENT): 60135 ms
Total Talk Time (CUSTOMER): 86274 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/0f61d91b-2c7b-409f-be83-67c52ec110ad_20250327T16:04_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling to get benefits on a member benefits, I'm sorry, eligibility.
[AGENT][NEUTRAL] I'm sure [PII], I can assist you with eligibility. Um, first, I'll need to go callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, it's 02255846.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. Please repeat that policy number.
[CUSTOMER][NEUTRAL] 02255846
[CUSTOMER][NEUTRAL] And then there's an ML 8 on the back of it.
[AGENT][NEUTRAL] OK, I apologize. I'm not showing her on the policy. Well, verify her date of birth one more time.
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] OK. No, ma'am. I apologize. I'm not showing her on this policy.
[CUSTOMER][NEUTRAL] Mm, so it could be that she um
[CUSTOMER][NEUTRAL] She no longer has it.
[CUSTOMER][NEUTRAL] No longer.
[CUSTOMER][NEUTRAL] Oh, OK. If you don't see it, if you don't see her, and once again, her name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a, do you, do you have a social for her? I could try to look her up that way.
[CUSTOMER][NEUTRAL] Mm, let me see, let me try and see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. No, ma'am. She's not coming up under that social either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII], can you give me, um, how, how do I spell your name?
[AGENT][NEUTRAL] Um, it's [PII], and my name and today's date will be your reference number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. [PII] V I E. OK, [PII]. Thank you so much for your help and you have a wonderful rest of your day.
[AGENT][NEUTRAL] OK, [PII], is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling ATL. You have a great day as well. Mm bye.
[CUSTOMER][POSITIVE] OK. Bye-bye. Thank you.
[AGENT][POSITIVE] Thank you.