AccountId: 011433970860
ContactId: 74c8d6e5-ead5-464a-9225-6692f1093f44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324459 ms
Total Talk Time (AGENT): 102383 ms
Total Talk Time (CUSTOMER): 160276 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/74c8d6e5-ead5-464a-9225-6692f1093f44_20250305T21:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I am calling from Memorial Regional Hospital. I'm just calling to check basic eligibility of a patient here that has American Life. So, I basically just want to know the effective date and just his name, etc.
[AGENT][POSITIVE] OK, I can help you um with.
[CUSTOMER][NEUTRAL] I was wondering if you can help me, please?
[AGENT][NEUTRAL] Yes, I can help you with the eligibility of a patient. Um, can you please give me your callback number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] His policy number is 01569861ML number 7.
[CUSTOMER][NEUTRAL] And his name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do see that [PII] does have an active policy, and let me give you that effect date.
[AGENT][NEUTRAL] Is [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] Firstly, is he?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, no, no. Go ahead. Go ahead, go ahead.
[AGENT][NEUTRAL] Um, [PII]'s effective date is [PII].
[AGENT][NEUTRAL] And he is the spouse on the policy?
[CUSTOMER][NEUTRAL] And is, oh, he's a spouse. That's what I wanted to know. OK. He's the spouse. OK.
[CUSTOMER][NEUTRAL] And um how do you have his name on your system?
[CUSTOMER][NEUTRAL] Uh, like we have it just as [PII] without any middle initial. Is that how you have it?
[AGENT][NEUTRAL] We have [PII] no, that's the sex, no, no middle initial, [PII].
[CUSTOMER][NEUTRAL] OK. Uh, may I know the subscriber's information, please?
[AGENT][NEUTRAL] Is that going to be the patient?
[CUSTOMER][NEUTRAL] No, the patient, because here I have the subscriber as [PII]. So I have to update that if you can, if it's possible, if you can update, uh, just give me the subscriber maybe ID and if it's a male or a female and
[CUSTOMER][NEUTRAL] Help me at least update the name.
[AGENT][NEUTRAL] Um, actually,
[AGENT][NEUTRAL] It's uh [PII] is covered under policy 1569861 so it's the same subscriber ID.
[AGENT][NEUTRAL] And he is the spouse to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The same last name, but [PII].
[AGENT][NEUTRAL] No, [PII]'s last name is [PII].
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And could you spell that, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So she's a subscriber, correct?
[AGENT][NEUTRAL] Right, she's the account holder.
[CUSTOMER][NEUTRAL] OK. And may I have her date of birth?
[AGENT][NEUTRAL] And then he's the dependent spouse on her policy.
[CUSTOMER][NEUTRAL] OK, great. And may I have her, um,
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And um her subscriber ID is the same, 01569861 ML7.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] I see. OK, perfect. All right, great. Um, uh, and any group number or group name?
[AGENT][NEUTRAL] Yes, let me get that for.
[AGENT][NEUTRAL] The group number is 163.
[CUSTOMER][NEUTRAL] Ma'am, could you hold on just a moment please?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 163
[AGENT][NEUTRAL] 72.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the group name?
[AGENT][NEUTRAL] Uh, Dania Entertainment Center.
[CUSTOMER][NEUTRAL] Dania Entertainment Center.
[CUSTOMER][NEUTRAL] OK, perfect. All right. [PII], may I have your last initial and a call reference number, if any?
[AGENT][NEUTRAL] Yes, my last initial is [PII], and you can use my name and today's date.
[AGENT][NEUTRAL] As the call reference number.
[CUSTOMER][POSITIVE] Lovely. Thank you so much. I appreciate your help and you have a lovely rest of the day. Bye now. Thank you.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Bye you take care and thanks.