AccountId: 011433970860
ContactId: 608c571e-18aa-401b-bed4-578f90cca15a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302779 ms
Total Talk Time (AGENT): 110580 ms
Total Talk Time (CUSTOMER): 177250 ms
Interruptions: 4
Overall Sentiment: AGENT=2.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/608c571e-18aa-401b-bed4-578f90cca15a_20250404T18:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm [PII]. We're the provider. Can you please help me with the eligibility for a member?
[AGENT][NEUTRAL] Yeah, 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] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, 01845874 ML8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Her name is [PII] and her last name is [PII], [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that Cain. So this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Then the mother is this this scriber [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK perfect and that's what I thought. Can you go ahead and add that?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect we have your address already here I'm sorry, what is the what is the group name?
[AGENT][NEUTRAL] Oh, give me just a moment, let me get that for you.
[AGENT][NEUTRAL] So the group name is Educational Federal Credit Union.
[CUSTOMER][NEUTRAL] Federal
[CUSTOMER][POSITIVE] Credit, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the group number?
[AGENT][NEUTRAL] That is 23993.
[CUSTOMER][POSITIVE] 23993. OK perfect.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] And how's your day going so far today good?
[AGENT][NEUTRAL] Yeah, it's Friday.
[AGENT][NEUTRAL] How about yours?
[CUSTOMER][NEUTRAL] I know for me good no cook Friday. That's what it is today is no cook Friday.
[AGENT][POSITIVE] Hey, there you go, yep.
[CUSTOMER][POSITIVE] I always, I always tell them, you know, my family like once a week we, we, we pick, we pick one day to go out to eat, I know, so I, I always tell people, OK, you know this is just we pick a day because I, I can't, I just like to, you know, I, I know it's expensive to eat, but it's like I just, I like to, I like to.
[AGENT][POSITIVE] That's smart.
[AGENT][POSITIVE] It's smart, yeah.
[AGENT][NEUTRAL] No, no, that's, I mean, it's more expensive if you don't, if you tell yourself once a week. I mean that's better because I'll, I'll do it multiple times a week.
[CUSTOMER][NEUTRAL] Oh really?
[AGENT][NEGATIVE] Oh gosh, it's a problem.
[CUSTOMER][NEUTRAL] See, I, I'm I'm like 00 really you don't cook?
[AGENT][POSITIVE] Oh no, I will cook, but you know, I'm a single mom, so like, you know, DoorDash wins a lot of the time.
[CUSTOMER][NEUTRAL] Oh yeah, oh my, oh OK, I see. I know we, we do like salad, chicken salad fish.
[CUSTOMER][NEUTRAL] Keep it simple here.
[AGENT][POSITIVE] That at least that's good stuff, yeah.
[CUSTOMER][NEUTRAL] People say, oh, salad's like a snack. I'm like that's the meal to me.
[AGENT][NEUTRAL] Uh, yeah, oh, I could do chef salad, you know.
[CUSTOMER][NEUTRAL] Yeah, so that's why
[CUSTOMER][NEUTRAL] Mhm so that's my, that's my rule and then we we did it.
[AGENT][POSITIVE] Put all kinds of good stuff in there.
[CUSTOMER][POSITIVE] We take a nice with the family's like let's go Chick fil A tonight. I'm like, OK.
[CUSTOMER][NEUTRAL] So maybe
[CUSTOMER][NEUTRAL] OK, Chick fil A it is.
[AGENT][NEUTRAL] Why not? If you gotta pick a day, make it Friday. There you go.
[CUSTOMER][NEUTRAL] Right, right, sometimes we do Saturdays and then we, we go grocery shopping Sunday and then we, you know, meal, meal plan, meal prep for the whole week.
[AGENT][POSITIVE] That's smart.
[CUSTOMER][NEGATIVE] It's hard, it's so hard. I tell my, tell.
[AGENT][POSITIVE] I can imagine, I bet that's worth it. It's, it's not just better for your money, but it's a lot healthier for you too.
[CUSTOMER][NEUTRAL] Yeah, I try to say OK, Monday I'm gonna eat this. Tuesday I'm gonna eat this. Wednesday I'm gonna eat this Thursday I'm gonna eat this. Friday this usually Fridays and then Saturday go out Sunday go go shopping again.
[AGENT][NEUTRAL] There you go.
[CUSTOMER][NEUTRAL] You know it just depends but I try to.
[AGENT][POSITIVE] Yeah, that's good.
[CUSTOMER][NEGATIVE] Every day I try to know what I want to eat and yeah it's hard.
[AGENT][POSITIVE] Exactly that's good though. Well, was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh yeah, and then it's [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and we have your, we have your, um, we have your address and everything and we make sure I got everything else correct.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I would be very popular.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] American Public American Public Life is very popular.
[AGENT][POSITIVE] Well, especially these policies, the secondary medical policies are really good.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Yeah, I've heard, so that's good to know, but thank you for your help and I hope, I hope you enjoy your weekend and you get that DoorDash.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Yeah, you too. Yes, ma'am.
[AGENT][POSITIVE] Thanks [PII].
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] All right, bye-bye.