AccountId: 011433970860
ContactId: 2f9b625e-9325-49e9-b0be-0eb31f2e0de8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162169 ms
Total Talk Time (AGENT): 59988 ms
Total Talk Time (CUSTOMER): 86578 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/2f9b625e-9325-49e9-b0be-0eb31f2e0de8_20250402T17:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling to verify if the member has an active coverage with this insurance.
[AGENT][NEUTRAL] Sure, I can see if they have a uh policy with us. Uh, can we, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's yes, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Um, I believe the policy number, oh, what is it? One second, I'm sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] Oh come on computer.
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] Outpatient. OK, it's 02054735 M for Mary, L for Lima, 8.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII], his date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. So this policy actually terminated [PII]. If you'll give me one moment, I'll see if they have one that's active, it might just be a different policy number.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, they do not. This was the last policy they had with us.
[CUSTOMER][NEUTRAL] Uh, and this is with American Public Life terminated July. What did you say it was?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] OK, the only reason I called is because the caregiver informed that um that there was an active policy between [PII] and she said she called yesterday and she confirmed that it was active between this time.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For which date? I'm sorry?
[CUSTOMER][NEUTRAL] For um [PII] and [PII].
[AGENT][NEUTRAL] No, ma'am. I'm, I'm showing that this was the last policy that they had with us.
[CUSTOMER][NEUTRAL] That one and it and it terminated [PII]. OK, um, sorry, can I get your name again and reference number for our conversation?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Sure, uh, it's reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] And was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. No, that's it thank you you have a good rest of your day.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.