AccountId: 011433970860
ContactId: 9afb5ab9-90d2-4a1c-9e5e-fe5415773379
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117779 ms
Total Talk Time (AGENT): 58284 ms
Total Talk Time (CUSTOMER): 35531 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/9afb5ab9-90d2-4a1c-9e5e-fe5415773379_20250213T19:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi there, my name is [PII]. I'm calling with Saint Luke's um Medical Center. I was hoping to call to obtain a member's eligibility.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility. And you said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is D as in Debra 468-02083.
[AGENT][NEUTRAL] Do you have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] On the ID card, do you see anywhere that says in hospital or outpatient policy er number?
[CUSTOMER][NEUTRAL] Um, I do not.
[AGENT][NEUTRAL] OK, on the top left corner, do you see anywhere that says APL on the card?
[CUSTOMER][NEUTRAL] Um, I do not.
[AGENT][NEUTRAL] OK, I can search it with the member's with the member's uh social.
[CUSTOMER][NEUTRAL] OK, let me see here.
[CUSTOMER][NEUTRAL] I do not have a social on file.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] OK, did you call the [PII] number or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so you're trying to call 90 Degree benefits, but you've been routed to American Public Life. Um, so call the [PII], I'm not sure of the whole number, um, but call the [PII] number back and press 0 for customer service.
[CUSTOMER][POSITIVE] OK, will do. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] To thank you