AccountId: 011433970860
ContactId: 35ebb8c3-5063-4cff-9a7d-e96f543289a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232729 ms
Total Talk Time (AGENT): 99171 ms
Total Talk Time (CUSTOMER): 133113 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/35ebb8c3-5063-4cff-9a7d-e96f543289a9_20250325T13:31_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]. How are you? This is [PII].
[AGENT][POSITIVE] Hey, I'm good. How are you?
[CUSTOMER][POSITIVE] I'm getting better.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm I'm about the weather, but I'm here.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Me too.
[CUSTOMER][NEUTRAL] Yeah, it's this pollen is killing me. Um, but, um, I have, um, I have a situation with the policy. Um, there are two active policy for this member, and I just need to know which one is the correct one because they're both active.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah. So let me give you the most recent one. It's 02589447.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, with it fine.
[CUSTOMER][NEUTRAL] This one doesn't have a.
[CUSTOMER][NEUTRAL] Bain, uh-huh.
[CUSTOMER][NEUTRAL] Yeah, and this one doesn't have a certificate, but the other one does, um.
[CUSTOMER][NEUTRAL] I'm not sure which one is the right one.
[AGENT][NEUTRAL] OK. Now, the correct one is the most recent, uh, it, let me see, let me look at one thing.
[AGENT][NEUTRAL] Um, 11, OK, I will go ahead and lapse, the 1261895. It had a lapse date of [PII], but it looks like they did not pay December, so it's still active because of that.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, got you. OK, yeah, because she called like the provider called me ago and she was told something different and now I'm giving her different information and she's like, but why the information is different? And I'm like, oh boy, OK, but she gave me the, the old one. That's why I was looking into that one. I thought it was active.
[AGENT][NEUTRAL] Right, yeah.
[CUSTOMER][NEUTRAL] OK. So the new one is the one that needs to be uh given out. The, the group number is different as well, the 80117 is the group, the correct group number.
[AGENT][NEUTRAL] Uh, yes, yes, a lot of these groups are going to AMed and they will have that 800 number, you know, it started with 800, but, um, you know, they're the same group, but they have a different number because they're AME, which is some kind of special something with Florida. So that's why that new group number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, but that other one should be termed. I do need to check with billing about that though to see.
[AGENT][NEUTRAL] If we've received the payment or anything like that.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Cause I would think they would pay it up to date, especially since they've already paid on the other one.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Weird.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. Well, let me go ahead. Yeah, I don't know if, if you, um, if you can lapse it just in case she calls again and so she don't get so confused about the benefits. If you cannot um put a note stating that uh do not quote from this one, the quote from the other one, I guess. I don't know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I sure will. Yes.
[CUSTOMER][MIXED] Yes, so you know, makes it confused. Alright, so I'm gonna go ahead and just give her the whole information because you don't have no information about the new one, not the group number, not the policy number, nothing. The only thing she knows it does cover off is treatment and then the amount that she was given was the old amount. So I'm like, oh, this is so messed up, but it's OK. I got it.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Oh, I'm so sorry. OK. You too. You're welcome.
[CUSTOMER][POSITIVE] I got it. All right. Well, you have a good day. Thank you, Miss [PII].
[CUSTOMER][POSITIVE] OK. Thank you. Bye-bye.
[AGENT][NEUTRAL] That.