AccountId: 011433970860
ContactId: 4272c10d-24df-4c84-9fe2-27896366057c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274600 ms
Total Talk Time (AGENT): 68228 ms
Total Talk Time (CUSTOMER): 101761 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/4272c10d-24df-4c84-9fe2-27896366057c_20250616T20:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from provider's office regarding member eligibility.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Contact number is [PII] with extension [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It's 199548.
[CUSTOMER][NEUTRAL] 264. Actually, it's the member's social. I don't have the policy number.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's um name, first and last name?
[CUSTOMER][NEUTRAL] Now my name is [PII]. The date of [PII].
[AGENT][NEUTRAL] Can you spell the last name for me, please?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, nothing came up with the social. Let me try with the name. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so we don't.
[AGENT][NEUTRAL] We don't have anyone by the name of [PII], um, and nothing is coming up with the social either.
[CUSTOMER][NEUTRAL] Mhm sure.
[CUSTOMER][POSITIVE] Thank you so much for that. So for the confirmation with the social and with the name and date of birth, sir, no member was found, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you so much for that. And the thing is I do have one more member to check for eligibility. Could you please also help me with that number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, that's fine.
[CUSTOMER][NEUTRAL] And just let me know when you're ready for the policy number.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] I have a policy number for the member as uh
[CUSTOMER][NEUTRAL] 23
[CUSTOMER][NEUTRAL] 20
[CUSTOMER][NEUTRAL] A as in Alpha,
[CUSTOMER][NEUTRAL] 306-401.
[AGENT][NEUTRAL] OK, that's not an APL policy number. What's the member's first and last name?
[CUSTOMER][NEUTRAL] The first name is [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII]. It's [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And will [PII] be the policyholder?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um, so, no, I'm not showing a policy for her either. Do you have a social for her I can try?
[CUSTOMER][NEUTRAL] Mhm. Yes, I do. And one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK I have the social as [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, hold on one moment.
[AGENT][NEUTRAL] OK, so no, nothing's coming up with the social either.
[CUSTOMER][POSITIVE] No problem. Thank you so much for that information.
[CUSTOMER][POSITIVE] And that's all for today and have a great day and stay safe.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] Alright well thanks for calling APL bye bye.
[CUSTOMER][POSITIVE] Mhm thank you bye.