AccountId: 011433970860
ContactId: 21dab566-6c32-44f9-8291-37fb8af31ed0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204500 ms
Total Talk Time (AGENT): 41700 ms
Total Talk Time (CUSTOMER): 62081 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/21dab566-6c32-44f9-8291-37fb8af31ed0_20250416T17:24_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Specialty care, and I just need to verify eligibility on a member.
[AGENT][POSITIVE] All right. I'm happy to check eligibility. What's your policy number?
[CUSTOMER][NEUTRAL] 0031185587
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] OK, that didn't come up as a policy number. Do you have, um, can you give me his name again? I can search by that or social.
[CUSTOMER][NEUTRAL] Um, yes, I have, I don't have social. I have the Medicare ID.
[AGENT][NEUTRAL] OK. You
[CUSTOMER][NEUTRAL] But the first name is [PII]. Did you use the Medicare?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So first name [PII], what's the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Were you able to use Medicare?
[AGENT][NEGATIVE] No, I can't use that. Yeah, no, it doesn't work.
[CUSTOMER][NEGATIVE] If that doesn't work.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Anything pull up by the name.
[AGENT][NEUTRAL] Yeah, I can look it up by the name here.
[AGENT][NEUTRAL] Do you know if [PII] the policyholder?
[CUSTOMER][NEUTRAL] Um, it doesn't say.
[CUSTOMER][NEUTRAL] So I, I'm assuming yes, but it doesn't say for sure.
[CUSTOMER][NEUTRAL] Is that not pulling anything up?
[AGENT][NEGATIVE] I don't see anything that's matching, it looks like.
[AGENT][NEUTRAL] Yeah, I don't.
[CUSTOMER][NEUTRAL] I'm gonna try to.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Get the social here quick.
[CUSTOMER][NEUTRAL] Give me just one second here.
[CUSTOMER][NEUTRAL] Because you said you can use social correct?
[AGENT][NEUTRAL] Mhm, yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] All right. Well, I am not, for some reason I'm not able to.
[CUSTOMER][NEUTRAL] Get the social. So I will go ahead and just note it here that with that ID and under the name, there was no.
[AGENT][NEUTRAL] No policy found, yeah.
[CUSTOMER][NEUTRAL] Nothing on, on file. Yeah.
[CUSTOMER][POSITIVE] All right, well thank you for your help. I hope you have a great rest of your day.
[AGENT][POSITIVE] You too, [PII]. Take care.
[CUSTOMER][POSITIVE] Thank you