AccountId: 011433970860
ContactId: 77f352fc-8e92-452f-800d-a73f26a819ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151520 ms
Total Talk Time (AGENT): 69612 ms
Total Talk Time (CUSTOMER): 56038 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/77f352fc-8e92-452f-800d-a73f26a819ad_20250122T15:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to get some help with verifying eligibility for 2 patients.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII] last initial [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, yes, it's [PII].
[AGENT][NEUTRAL] Alright, thank you. And then did you have the policy number?
[CUSTOMER][NEUTRAL] Yes, so the first I have just a 2nd, 0180.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 0824.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] We have [PII] for [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy terminated [PII]. If you'll give me one moment, I'll see if they have one that's active, might be a different policy number.
[CUSTOMER][POSITIVE] Alright, OK, thank you.
[AGENT][NEUTRAL] OK, they do have one that is currently active, uh, effective date just picked up where that other one left off, um, of [PII]. Uh, let me know when you're ready for that policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] It is 02557213.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] And is there a reference for this or is it just your name?
[AGENT][NEUTRAL] Um, it would be the same for both, uh, it would be my first name, last initial, and today's date, so my name is spelled [PII]
[CUSTOMER][POSITIVE] Alrighty here, and then we will go over.
[CUSTOMER][NEUTRAL] OK, uh, just a second, so the 2nd 1.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And this member ID shows 2312.
[CUSTOMER][NEUTRAL] 806.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the name and date of birth for this number?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, so this one is active. Effective date was [PII].
[CUSTOMER][POSITIVE] Alrighty, and that is all I will need today. Thank you so much for your help today. You have a great day and stay safe.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, of course, thanks for current APL you too bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.