AccountId: 011433970860
ContactId: 91e4219a-1ffe-4741-91f0-4316e76b5772
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309220 ms
Total Talk Time (AGENT): 103607 ms
Total Talk Time (CUSTOMER): 104872 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/91e4219a-1ffe-4741-91f0-4316e76b5772_20250227T17:49_UTC.wav
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[CUSTOMER][NEUTRAL] Um yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII] from office. I'm looking for a little information for medical.
[AGENT][NEUTRAL] OK, I can check eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Your callback number is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] No, no, my ID is on. Just a minute.
[CUSTOMER][NEUTRAL] The member ID is 02.
[CUSTOMER][NEUTRAL] 497688
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for you shared?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] The name and date of birth for the patient, please?
[CUSTOMER][NEUTRAL] Yeah. The, the patient's first name is uh [PII] and last name is [PII].
[CUSTOMER][NEUTRAL] My date of birth is [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 another active policy, might just be a different policy number.
[CUSTOMER][NEUTRAL] Yeah, I have, uh, a few more of for example. So the term date is, uh, uh, [PII], right?
[AGENT][NEUTRAL] [PII], and this was the only policy they had with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, could you please spell out your name?
[AGENT][NEUTRAL] It's [PII]. Was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Yeah, I do more patient for the same, but for that.
[AGENT][NEUTRAL] I'm sorry, we needed to check two other policies for eligibility.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, I, yeah, for eligibility.
[AGENT][NEUTRAL] OK, one moment, I'll let you know when I'm ready for that next one.
[CUSTOMER][NEUTRAL] Shall I say the name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Shall I see the next member ID?
[AGENT][NEUTRAL] I'll let you know when I'm ready give me just a moment.
[CUSTOMER][NEUTRAL] You are, OK, sorry.
[AGENT][NEUTRAL] OK, you can go ahead and give me that next policy number.
[CUSTOMER][NEUTRAL] Yeah. My member ID is 1480159 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for this number?
[CUSTOMER][NEUTRAL] Yeah, I remember the first name is so.
[CUSTOMER][NEUTRAL] [PII] and last name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy is no longer active, uh, it terminated [PII] and this was the last policy they had with us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Shall I see the next member ID?
[AGENT][NEUTRAL] Uh, one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you can go ahead and give me that last policy number.
[CUSTOMER][NEUTRAL] But the member ID is 01672883 M as in Mike L as in Lima 7.
[AGENT][NEUTRAL] Thank you and then what was the name and date of birth for this number?
[CUSTOMER][NEUTRAL] Yeah, the first name is uh [PII] and last name is [PII].
[CUSTOMER][NEUTRAL] And that of this April.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, that's not the date of birth I have for this number.
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, there we are, yes, OK, sorry about that. So, uh, this policy is no longer active either, um, the term date was [PII].
[CUSTOMER][NEUTRAL] Everything is terminated right. OK, could you please provide the reference number for this call?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Yeah, that's it. Thank you, thank you so much. Have a nice day.
[AGENT][POSITIVE] Of course, thanks for calling APL. You too. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.