AccountId: 011433970860
ContactId: 7dd903b4-cc58-4b86-9fe7-b36143351ac4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155270 ms
Total Talk Time (AGENT): 65481 ms
Total Talk Time (CUSTOMER): 36375 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/7dd903b4-cc58-4b86-9fe7-b36143351ac4_20250207T18:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so my name is [PII]. I'm calling to verify eligibility for a pension.
[AGENT][POSITIVE] Sure, I can assist you with eligibility. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm OK. And where are you calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] The medical center of Central Georgia.
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Oh yes, it is.
[CUSTOMER][NEUTRAL] 00753399
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK. Thank you. And you said you need eligibility today, correct?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, we have an effective date of [PII].
[AGENT][NEUTRAL] It is active at the moment. Um, this member was effective on [PII]. She was added on [PII]. Um, and the policy is active. This is a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, perfect. Alright, so that is it. Um, do you all call reference numbers?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. You need a spelling of my name or any other information?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, the spelling of your name, please.
[AGENT][NEUTRAL] All right. That's [PII]. Last initial [PII].
[CUSTOMER][POSITIVE] OK perfect alright thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.