AccountId: 011433970860
ContactId: 6ce7781e-e25e-4e46-af0d-2438d3718ebb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217649 ms
Total Talk Time (AGENT): 68036 ms
Total Talk Time (CUSTOMER): 57003 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/6ce7781e-e25e-4e46-af0d-2438d3718ebb_20250115T19:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, sir. Uh, my name is [PII] I'm calling from the doctor's office. I'm trying to check eligible term benefits and, uh, before that, can you please give me your first initial last name?
[AGENT][NEUTRAL] Uh, the first initial to my last name is going to be [PII].
[CUSTOMER][NEUTRAL] My last name [PII], OK.
[AGENT][NEUTRAL] Mhm. And may I have the policy number?
[CUSTOMER][NEUTRAL] It's uh 019 sorry 01899456 ML.
[AGENT][NEUTRAL] All right, let me just pull this up here. One moment, please.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth [PII].
[AGENT][NEUTRAL] And the policy number just to confirm was 01.
[AGENT][NEUTRAL] 8
[AGENT][NEUTRAL] 99456.
[CUSTOMER][NEUTRAL] Yes, after the 456, uh, it's showing ML.
[CUSTOMER][NEUTRAL] Is that in your old file or no?
[AGENT][NEUTRAL] I'm not showing that name. Um, the patient's last name is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, let me try and see if I can find any anything by that name. One moment.
[CUSTOMER][NEUTRAL] Uh, did you check, is this your ID, your insurance ID?
[AGENT][NEGATIVE] That I, the number you gave me does not match um that information.
[CUSTOMER][NEUTRAL] That's the.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] What was uh [PII]'s date of birth again?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What was the date of birth again, please?
[CUSTOMER][NEUTRAL] It's a [PII].
[AGENT][NEUTRAL] Alright, so,
[AGENT][NEUTRAL] The member plan terminated, it looks like [PII]. They do not have any other active coverage with us at this time.
[CUSTOMER][NEUTRAL] Uh, patient policy terminated on [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, that's fine, [PII]. Uh, is there any call reference number?
[AGENT][NEUTRAL] Call references my name with my last initial and today's date.
[CUSTOMER][POSITIVE] That's fine, sir uh thank you so much and have a nice day bye bye thank you.
[AGENT][NEUTRAL] You too. Bye-bye.