AccountId: 011433970860
ContactId: 2d92a5d9-3182-4bdb-9dbc-eba77a5bd42d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199559 ms
Total Talk Time (AGENT): 39358 ms
Total Talk Time (CUSTOMER): 118848 ms
Interruptions: 3
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/2d92a5d9-3182-4bdb-9dbc-eba77a5bd42d_20250527T15:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII] with Aetna Insurance. Please be advised this call is being monitored for quality and training purposes. I'm calling on behalf of our member and your member as well, Mr. [PII], just wanna verify um eligibility.
[AGENT][NEUTRAL] OK. Uh, Ms. [PII], do you have a policy number?
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] Uh, he provided me a policy ID starting with 0 02107628. Is this, um, the right one?
[AGENT][NEUTRAL] It could be, uh, give me one moment. Do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] I do have here our um member services phone number.
[CUSTOMER][NEUTRAL] You wanna have it?
[AGENT][NEUTRAL] OK. Yes.
[CUSTOMER][NEUTRAL] It is it is 888-802.
[CUSTOMER][NEUTRAL] 3862.
[AGENT][NEUTRAL] OK, uh give me a moment.
[CUSTOMER][NEUTRAL] I did
[CUSTOMER][NEUTRAL] So OK so.
[CUSTOMER][NEUTRAL] But the.
[AGENT][NEUTRAL] OK. And the insured's name, date of birth?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Full name is [PII]. Last name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] You know, like I say in the uh.
[AGENT][NEUTRAL] OK, I show his effective date is [PII] and he is active on the policy.
[CUSTOMER][NEUTRAL] Well, I go to, you know that.
[CUSTOMER][NEUTRAL] So now
[CUSTOMER][NEUTRAL] And he mentioned to me that this is an individual plan, right?
[AGENT][NEUTRAL] Uh, it is individual, but it's through his employer.
[CUSTOMER][NEUTRAL] So um
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh I see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And just to confirm, the effective date is [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Still active as we speak, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Thank you for that. Hold on, let me just check the missing information here.
[CUSTOMER][NEUTRAL] Your employer right?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] This is true employer through his employer.
[AGENT][NEUTRAL] Correct, this is through his employer.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank.
[CUSTOMER][POSITIVE] OK, alright, so I have all of the information needed here. Thank you so much for assisting me. You have a good one.
[AGENT][POSITIVE] Alright, you too. Thank you for calling APL, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Mm