AccountId: 011433970860
ContactId: 4ea13c2b-fef5-47f1-84a8-85ae66e78251
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126379 ms
Total Talk Time (AGENT): 46494 ms
Total Talk Time (CUSTOMER): 63076 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/4ea13c2b-fef5-47f1-84a8-85ae66e78251_20250317T18:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yes, I'm calling to verify eligibility and benefits, please.
[AGENT][POSITIVE] OK I'll be glad to help you. Go and give me your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] My name is [PII] C. Policy number D437-06675.
[AGENT][NEUTRAL] Alright, [PII], thank you for that, but that is not one of our certificate numbers.
[AGENT][NEUTRAL] Do you see anything that says certificate numbers like an eight-digit number?
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEGATIVE] No letters.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No that's OK. Mhm. Oh, that's employee ID. That's like.
[CUSTOMER][NEUTRAL] Um, no, the card doesn't have a certificate number listed on it.
[AGENT][NEUTRAL] So start number like starts with 0102.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] No, none of that.
[AGENT][NEUTRAL] It's the APO card?
[CUSTOMER][NEUTRAL] You know, actually, no, it says 90 degree benefits.
[CUSTOMER][NEUTRAL] I don't even see APO on this card. It's going on here.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] But this is the number I'll make sure that's weird.
[CUSTOMER][NEGATIVE] That is so weird.
[AGENT][NEUTRAL] Is that dental or medical?
[CUSTOMER][NEUTRAL] I'm assuming it's medical.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, this is the number that's on the card. I have no idea. OK, um.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Yeah, maybe try back uh the insured and get a certificate number of the employee's social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Well, thank you so much.
[AGENT][NEUTRAL] Well, yes, ma'am, [PII], and is that all I can help you with?
[CUSTOMER][POSITIVE] Yes, thank you very much.
[AGENT][POSITIVE] All right. Yes, ma'am, and thanks for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.