AccountId: 011433970860
ContactId: 3edbd66a-f28d-487f-80d5-92868dcf5e37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179649 ms
Total Talk Time (AGENT): 73461 ms
Total Talk Time (CUSTOMER): 68286 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/3edbd66a-f28d-487f-80d5-92868dcf5e37_20250428T13:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Doctor's Hospital just to verify that the policy for this member is active.
[AGENT][NEUTRAL] Yeah, of course. I can help you with eligibility today. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is 02450039ML8.
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] And then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, his name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Alright, here's the
[AGENT][NEUTRAL] OK, so it looks like his policy is no longer active. It turned on [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You don't see another policy by any chance?
[AGENT][NEUTRAL] Let me check for you. Let's see.
[CUSTOMER][NEUTRAL] Cause he's still the same employer.
[AGENT][NEUTRAL] OK. It looks like I found one that's active.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so for policy 249.
[CUSTOMER][NEUTRAL] my wife.
[AGENT][NEUTRAL] 746 9.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This policy is active and it looks like the effective date was [PII]. Yeah, so they just switched over to a different one.
[CUSTOMER][NEUTRAL] OK, so let me just verify it's 2497469.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And then is there a group number?
[AGENT][NEUTRAL] The group number is 15493.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][POSITIVE] Mhm 93 perfect awesome OK and effective as of January of this year?
[AGENT][NEUTRAL] Uh, of [PII].
[CUSTOMER][NEUTRAL] 24. OK, perfect. Um, perfect, that's all I need to do. Can I have a reference number for this call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of course. So it's my first name, [PII]
[AGENT][NEUTRAL] Last initial [PII] and then today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect thank you [PII] have a great day.
[AGENT][NEUTRAL] Yeah. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that is all thank you.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL.