AccountId: 011433970860
ContactId: 954b1ae3-57e7-449e-a588-ee4a2ae4b9c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173809 ms
Total Talk Time (AGENT): 56655 ms
Total Talk Time (CUSTOMER): 49609 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/954b1ae3-57e7-449e-a588-ee4a2ae4b9c7_20250429T12:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm great thanks for asking [PII]. I'm calling because I have a um I have a provider on the phone. She's calling to verify benefits for uh insured. However, she gave me the date of birth. The, um, year is incorrect. I was trying to pull up the application and on base, but it's, I'm not finding anything. Is there any way that you can pull it up to verify APL made a typo in her date of birth?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, what's that policy number?
[CUSTOMER][NEUTRAL] It is 251-076-5.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm, it's for [PII] though, the spouse.
[AGENT][NEUTRAL] There. OK.
[AGENT][NEUTRAL] It was electronically filed, so.
[CUSTOMER][NEUTRAL] The provider gave
[AGENT][NEUTRAL] But she had a policy before. Let me check it.
[CUSTOMER][NEUTRAL] OK, the provider gave [PII].
[AGENT][NEUTRAL] OK, let me check the.
[CUSTOMER][NEUTRAL] But we have 92.
[AGENT][NEUTRAL] Let me check the older policy and see if there's an application on it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was sent on our census status, so there should be one on it. Hold on just a second.
[CUSTOMER][POSITIVE] Mhm, take your time.
[AGENT][NEUTRAL] number is 02059580.
[AGENT][NEUTRAL] And
[AGENT][NEGATIVE] I wish they hadn't it so tiny.
[AGENT][NEUTRAL] OK, yeah, plowing.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] I didn't
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Any newborn.
[AGENT][NEUTRAL] OK, seems like they, they called two years ago to change it to [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Is that what this one's saying as well?
[CUSTOMER][NEUTRAL] Yeah, that's what the um provider said it was 1991.
[AGENT][POSITIVE] OK, I've got it fixed.
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] So let me transfer you back. You do the same. Goodbye.
[AGENT][POSITIVE] All right, thank you. Goodbye.