AccountId: 011433970860
ContactId: 25dd0b31-8042-4a23-b215-1f0982edd41e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272950 ms
Total Talk Time (AGENT): 102900 ms
Total Talk Time (CUSTOMER): 104029 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/25dd0b31-8042-4a23-b215-1f0982edd41e_20250513T16:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from provider's office, checking eligibility of a member. Could you please help me with this?
[AGENT][NEUTRAL] Yes, I can check eligibility for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that. I, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, it's [PII] with extension of [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I do have. That is 01.
[CUSTOMER][NEUTRAL] 888-970 M as in Mike L as in Lima number 8.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Yeah, but before that, I would like to tell you that this call is being recorded for quality and training purposes. Are you OK with it?
[AGENT][NEUTRAL] OK, yeah, sure.
[CUSTOMER][NEUTRAL] Yes, member's name is [PII].
[CUSTOMER][NEUTRAL] [PII] and date of birth is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um, so I don't believe I heard that policy number correctly [PII], as I got a completely different number. um, uh, the policy number you gave me that was 01888970 ML 8.
[CUSTOMER][NEUTRAL] ML 8
[AGENT][NEUTRAL] OK, so with that I'm getting a completely different member uh do you maybe have their social security number? I can search for them that way.
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Sorry, but I don't have social security number.
[AGENT][NEUTRAL] That's OK. Um, if you wouldn't mind, can you spell out the first and last name for me?
[CUSTOMER][NEUTRAL] Yeah, first name is [PII], and last name is [PII].
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK and then what was the date of birth for this number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you so much for verifying that. I did find this member um I can give you a policy number, however, she does not have an active policy with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what is the policy number?
[AGENT][NEUTRAL] So the policy, yes, so it's uh close to the one that you gave me. Instead of the 7, it should be a 1. So it would be 01888910.
[CUSTOMER][NEUTRAL] OK. And what is the active and term date?
[AGENT][NEUTRAL] And that policy
[AGENT][NEUTRAL] Yes, effective date was [PII].
[AGENT][NEUTRAL] And it did terminate [PII].
[CUSTOMER][NEUTRAL] OK, it's termed on [PII], correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, and it is inactive for the date of service. OK, got it. Can you please spell out your name for me?
[AGENT][NEUTRAL] Sure, it's [PII]. Was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] No, that's all. Can I get the call reference number?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date and so my last initial is A.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII], for all the information. Have a wonderful day.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.