AccountId: 011433970860
ContactId: 28dcbdef-bc13-46cd-81b0-af0efa8007a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178080 ms
Total Talk Time (AGENT): 77777 ms
Total Talk Time (CUSTOMER): 52802 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/28dcbdef-bc13-46cd-81b0-af0efa8007a7_20241231T14:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi I was trying to verify eligibility and benefits.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with both the eligibility and the benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes my name is [PII] and then uh [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII]. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Mhm, that is gonna be D as in dog 43510833.
[AGENT][NEUTRAL] Thank you. And do you have the member's ID card available?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] OK, what about the member's social? That D number is the the policy number for 90 Degree benefits.
[CUSTOMER][NEUTRAL] Oh OK got you no I don't, it was just given over the phone.
[AGENT][NEUTRAL] What's the um member's first and last name?
[CUSTOMER][NEUTRAL] Uh, the first name is [PII], uh, the last name is [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here. Hold on one moment.
[AGENT][NEUTRAL] So I'm not showing a policy with that name.
[CUSTOMER][NEUTRAL] OK, it's a different name?
[AGENT][NEUTRAL] Well, no, no, I'm just saying I don't see any with [PII].
[CUSTOMER][NEUTRAL] Oh got you OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me try one more time. D A L E.
[AGENT][NEUTRAL] That I would say to uh have the member if he does have an or if he does have an APL card, we're looking for the inpatient or outpatient policy er number, that's the policy number or the social.
[AGENT][NEUTRAL] Um, but were you trying to reach 90 degree benefits or APL?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, well, he said it was APL, um, so I guess I might have to try 90 degree benefits. He didn't sound very certain.
[AGENT][NEUTRAL] Yeah, ask him what's on his card. He probably has both, um, and the D number is just at the top, but if you can find the policy er number, um we can definitely.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, help you with the eligibility and benefits.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're very welcome, [PII]. Well, thanks for calling APL. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] Nope, that was all.
[AGENT][POSITIVE] Alright, well, [PII].
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.