AccountId: 011433970860
ContactId: 4ad77833-b606-4577-9945-924650467ef9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225360 ms
Total Talk Time (AGENT): 97128 ms
Total Talk Time (CUSTOMER): 87492 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/4ad77833-b606-4577-9945-924650467ef9_20250409T18:36_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], my name is [PII]. I'm with White River Health. I needed tongue tied, sorry, I needed to verify eligibility, please.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Sure, I can take eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am I do. I have 02585654.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] I'm sorry, [PII], I think I might have misheard that policy number. Um, could you repeat that?
[CUSTOMER][NEUTRAL] I'm showing 025.
[CUSTOMER][NEUTRAL] Oh, I, I, I realized what I did 85654.
[AGENT][NEUTRAL] OK, 02585654, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, um, I am getting someone else's policy with a different name.
[AGENT][NEUTRAL] For that policy number.
[CUSTOMER][NEUTRAL] Oh, let me.
[CUSTOMER][NEUTRAL] Well, that's not
[AGENT][NEUTRAL] What was the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yeah, that's not right either. um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Yes ma'am I do. No, I don't I take that back it's just got zeros on there, huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, let's see, if you wouldn't mind, the only other way I can search is if you were to spell out their first and last name for me.
[CUSTOMER][POSITIVE] Yes, let's, let's try that, please. I have [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then the last name is [PII]
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and I'm sorry, that date of birth one more time, please, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. OK. And this, this was for medical, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, yes, so I did find that policy, um, let me know when you're ready I'll give you that correct policy number.
[CUSTOMER][POSITIVE] Perfect, I'm ready.
[AGENT][NEUTRAL] OK, that is 02585651.
[CUSTOMER][NEUTRAL] 51 0 OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so of course it is active, um, effective date was [PII].
[CUSTOMER][POSITIVE] Wow, OK.
[CUSTOMER][NEUTRAL] Hold on one second, let me get this pulled back up. I have.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. OK, and then last time I was told this is an indemnity plan and it only covers six office visits, correct? Do you know how many she's used towards that?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, I can see if she's used any so far this year. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She has used one so far this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Is it OK, thank you so very much and can I get your name one more time?
[AGENT][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] Yeah, it's uh [PII]. Was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][POSITIVE] No, ma'am, that is it. Thank you so much.
[AGENT][POSITIVE] Alright yeah you're very welcome I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.