AccountId: 011433970860
ContactId: 32defe13-eb33-473f-8d41-b738e0ddc7c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161770 ms
Total Talk Time (AGENT): 53689 ms
Total Talk Time (CUSTOMER): 76899 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/32defe13-eb33-473f-8d41-b738e0ddc7c7_20241230T18:15_UTC.wav
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[AGENT][POSITIVE] Thank you for calling API.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] Thank you for calling APL this is [PII] how can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Um, I have a question. I
[CUSTOMER][NEUTRAL] I realized that I had this this um benefit from my employer. um I just wanted to see I never registered online or anything and the coverage I know has expired because I no longer I'm employed there but um I wanted to see if you can tell me when was the last day of coverage.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Of my
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I can look it up. Do you still have the old policy number by chance or no?
[CUSTOMER][NEUTRAL] Um, I have, I'm looking at the card I get in the mail. I see the payer ID and the group number. Would that work?
[AGENT][NEUTRAL] So, is there an in-hospital or outpatient certificate number?
[CUSTOMER][NEUTRAL] There is, yes.
[AGENT][POSITIVE] OK, you can give me either one of those and uh that should definitely work.
[CUSTOMER][NEUTRAL] OK, so the inhospital certificate number is 0245.
[CUSTOMER][NEUTRAL] 2173.
[CUSTOMER][NEUTRAL] ML 7
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your first name and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then I just need to verify please your date of birth and the address we would have had on file.
[CUSTOMER][NEUTRAL] Date of birth is um [PII] and the address is [PII].
[AGENT][NEUTRAL] All right, thank you so much. So it looks like the policy dates as far as effectiveness were from [PII], and then this ended on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Alright, that was, that was pretty much my only question. I don't know why I thought this was older like in [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK. All right. Thank you.
[AGENT][POSITIVE] You're very welcome. You have a great rest of your day.
[CUSTOMER][NEUTRAL] OK, you too. Bye-bye.
[AGENT][NEUTRAL] Um, bye-bye.
[CUSTOMER][NEUTRAL] OK.