AccountId: 011433970860
ContactId: 55ec8a19-b4a0-4ba1-b076-5f21baffd3f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206110 ms
Total Talk Time (AGENT): 62757 ms
Total Talk Time (CUSTOMER): 102589 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/55ec8a19-b4a0-4ba1-b076-5f21baffd3f7_20250303T15:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. We're the provider and I'm just calling for the uh eligibility for a member.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] 988-499-324
[AGENT][NEUTRAL] I do apologize, that is not our policy number.
[CUSTOMER][NEUTRAL] Can I go ahead and give you his name and date of birth?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Because he might have put it in the wrong thing. His name, his first name is [PII] and his last name is [PII]
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] You want me to spell that again?
[CUSTOMER][NEUTRAL] OK, [PII]?
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] I'm hoping he's in there.
[AGENT][NEUTRAL] We will find out one moment.
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And there he is. Thank you for verifying that information. Let me get this pulled up.
[CUSTOMER][NEUTRAL] Thank you. So that's the wrong policy number.
[AGENT][NEUTRAL] Correct. So the correct policy number will be 02519029.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] This plan is effective [PII] and it is active.
[CUSTOMER][POSITIVE] OK perfect that's always good to hear so it's 0251.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] 9029, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And his group name [PII]?
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Alright, I have no card. I'm just guessing off guessing off the the primary one. OK, I don't have a card scanned in. Is there a group number?
[AGENT][NEUTRAL] Yes, it's 26612.
[CUSTOMER][NEUTRAL] [PII]. OK, perfect, and he's the subscriber. We have your address as [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] OK, that's nice and easy. Alright, I like that one it's easy. Very representative.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And she's laughing, but it's true, [PII], you know, I mean.
[CUSTOMER][NEUTRAL] It's just easier when you know, so that's good and then it's your name in today's day 0303. I can't believe it's already March like time time needs to slow down.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, February just flew by.
[CUSTOMER][NEUTRAL] Every day flies by.
[AGENT][NEUTRAL] Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No thank you [PII]. I appreciate your help.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Uh thank you bye bye you too.