AccountId: 011433970860
ContactId: 4b4afe26-cfae-4dac-8893-e64f8c395804
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208020 ms
Total Talk Time (AGENT): 79236 ms
Total Talk Time (CUSTOMER): 70879 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/4b4afe26-cfae-4dac-8893-e64f8c395804_20250520T20:57_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, this is [PII] calling from the product office for checking on an eligibility status for the patient.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the eligibility. and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, [PII]. It's a direct line. Uh, and the uh member ID is uh 325.
[CUSTOMER][NEUTRAL] 396,900.
[AGENT][NEUTRAL] That's the policy number?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] Do you have a copy of their ID card available?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, the reason I'm asking is because that's not, that's uh too many numbers for an APL policy number. Um, what other information do you have for the patient? I can look with the first and last name or the full social.
[CUSTOMER][NEUTRAL] Date of birth, uh, I have a patient's first, last name, and date of birth.
[AGENT][NEUTRAL] OK, I can um search with the first and last name. I can't search with the date of birth yet until we pull it up.
[CUSTOMER][NEUTRAL] Uh, first name, [PII]. Last name, [PII].
[CUSTOMER][NEUTRAL] [PII] is the patient's date of birth.
[AGENT][NEUTRAL] I'm sorry, can you repeat the date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And the last name is [PII]
[CUSTOMER][POSITIVE] Correct, ma'am.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So there's no policies with this last name um attached to it. If you have the member's full social, I can try, um, but with the first and last name, there's no policies.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, sorry, ma'am. I don't have the SSN number.
[AGENT][NEUTRAL] OK, um, well, we're just gonna have to get more information from the insured. Um, if we can get an APL policy number, it usually starts with a 01 or 02. Might have an ML 7 or 8 at the end.
[AGENT][NEUTRAL] Um, or their full social.
[AGENT][NEGATIVE] Because nothing's coming up with the name.
[CUSTOMER][NEUTRAL] Oh, thank you for this information, ma'am. Uh, and is there any call reference number for our call?
[AGENT][NEUTRAL] No, there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much, ma'am. And again, thank you so much for assisting me today. Have a great day. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye-bye.