AccountId: 011433970860
ContactId: 1d9d9040-c930-4397-b92a-7dafab46daeb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250500 ms
Total Talk Time (AGENT): 67480 ms
Total Talk Time (CUSTOMER): 90019 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/1d9d9040-c930-4397-b92a-7dafab46daeb_20250213T17:51_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the provider's office to check eligibility. Could you please help me with this?
[AGENT][POSITIVE] I'd be happy to assist with the eligibility. I'm sorry, what was your first name again?
[CUSTOMER][NEUTRAL] [PII] My name to [PII].
[AGENT][POSITIVE] And [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sorry, [PII]. It is a direct line?
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 001317328
[AGENT][POSITIVE] I'm sorry that.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] That, can you repeat that? I think that was too many numbers. Can you repeat it for me?
[CUSTOMER][NEUTRAL] 0013173
[CUSTOMER][NEUTRAL] 28.
[AGENT][NEUTRAL] OK, that's not a valid policy number. Do you have a social?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'm ready for the social. I'm sorry.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEGATIVE] Uh-huh, it won't.
[CUSTOMER][NEUTRAL] Sorry for the one. I have lost the phone numbers, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, you only have the last 4? OK, I would need the whole thing to do a search. What's the name?
[CUSTOMER][NEUTRAL] So [PII]. The last name is [PII].
[AGENT][NEUTRAL] Do you have her address?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have her address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the date of service for the claim?
[CUSTOMER][NEUTRAL] I want to know eligibility. I don't want to claim.
[AGENT][NEUTRAL] Oh, I'm sorry. I'm showing that this policy lapsed [PII], so there is no active coverage.
[CUSTOMER][NEUTRAL] OK. May I know the effective date?
[AGENT][NEUTRAL] Effective date was [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. Could you please spell your name?
[AGENT][NEUTRAL] [PII]. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Uh, the effective date is [PII] and the date is [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] May I know the member ID?
[AGENT][NEUTRAL] Member ID is 01823510.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] May I know the call reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] OK. Thank you for your help. Have a great day. Bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.