AccountId: 011433970860
ContactId: 9d7f18a6-5812-40f2-beae-579a299457e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 493880 ms
Total Talk Time (AGENT): 79619 ms
Total Talk Time (CUSTOMER): 274272 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/9d7f18a6-5812-40f2-beae-579a299457e5_20250407T15:35_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], hold on one second please, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Hi, my name, yeah, one second and let me see.
[CUSTOMER][NEUTRAL] Uh, covering.
[CUSTOMER][NEUTRAL] And they see urgent.
[CUSTOMER][NEUTRAL] Here.
[CUSTOMER][NEUTRAL] I sorry I'm thinking on something.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Out of
[CUSTOMER][NEUTRAL] Only for emergency, OK.
[CUSTOMER][NEUTRAL] OK, hi [PII]. My name is [PII]. We're the provider. I, I have 2 members I need help verifying eligibility for. Can, are you able to help me with 2 members?
[AGENT][NEUTRAL] Yes, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And you have the policy number of the pay?
[CUSTOMER][NEUTRAL] Yes, let me pull it up, give me one second.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, my system froze. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Her member ID is.
[CUSTOMER][NEUTRAL] It's loading.
[CUSTOMER][NEUTRAL] OK, 1, I don't think that's correct, 1,182,450?
[AGENT][NEUTRAL] The patient name and date of birth?
[CUSTOMER][NEUTRAL] OK, [PII]?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um, I've got a different last name.
[CUSTOMER][NEUTRAL] Uh, Lord have [PII].
[CUSTOMER][NEUTRAL] Oh, [PII]?
[AGENT][NEUTRAL] OK, you have the date do you have the date of birth?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you just need eligibility, is that correct?
[CUSTOMER][NEUTRAL] Uh, yes, please.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, policy is effective [PII] and it is active.
[CUSTOMER][POSITIVE] OK perfect, hold on one second, let me put our plan together.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, hold on, 84131. I'm just updating the, the, let's see, one second.
[CUSTOMER][NEUTRAL] I was updating. Let me update something at [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, OK, perfect.
[CUSTOMER][NEUTRAL] OK, and she, OK, so this is a, let me find your plan American Pub life, OK, American.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's the correct policy number, [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, what any group name or group number?
[AGENT][NEUTRAL] Um, let me, will you give me that policy number again? I got out of it.
[CUSTOMER][NEUTRAL] 1,182,450
[AGENT][NEUTRAL] Uh, group number is 26912.
[CUSTOMER][NEUTRAL] 26912 OK and then her group name?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] A group name is Qualified Data Systems.
[CUSTOMER][NEUTRAL] Qualified Q U A L I F I E D.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Data D ATA system S Y S TMS.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK perfect thank you. Alright, perfect. Let me, let me go and then we can do the last one. I see, I love how fast you always answer the phone. You guys are really the best.
[AGENT][POSITIVE] Oh, great. That's great to hear. Thank you.
[CUSTOMER][NEUTRAL] Yes, because you know it's like sometimes you're on the phone forever. OK, so [PII] and I know your, it's your name and today's date is the reference number. Oh, let's see, 0407-2025. OK, perfect and she's the subscriber, right? Did I ask that?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, no, she is actually the spouse.
[CUSTOMER][NEUTRAL] Oh, she's the spouse. OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Looks like the subscriber is [PII].
[CUSTOMER][NEUTRAL] Let me see, oh, for this one?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because it looks like, OK, let's say for her primary she's the.
[CUSTOMER][NEUTRAL] This guyber because it says member. OK, so maybe, maybe for, OK, because it's [PII].
[AGENT][NEUTRAL] Yes, um, and this, this is a secondary.
[CUSTOMER][NEUTRAL] What I OK.
[AGENT][NEUTRAL] This is a secondary policy.
[CUSTOMER][NEUTRAL] Right, how do you spell his name? Or what's it [PII]?
[AGENT][NEUTRAL] JA
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] What's his last name? or?
[AGENT][NEUTRAL] Same last name.
[CUSTOMER][NEUTRAL] Sorry, what's his last name? [PII]?
[AGENT][NEUTRAL] Same last name, yes.
[CUSTOMER][NEUTRAL] [PII], OK, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK, search.
[CUSTOMER][NEUTRAL] OK, what's his date of birth?
[AGENT][NEUTRAL] Uh, [PII] or [PII].
[CUSTOMER][NEUTRAL] OK, [PII], OK, [PII]. Let me see.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, [PII], OK.
[CUSTOMER][NEUTRAL] Right, you live at [PII]? OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK. I have his phone number.
[CUSTOMER][NEUTRAL] Why is it that? OK.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, and she's born on, she's born on [PII], right? Yes.
[AGENT][NEUTRAL] Yeah. Uh-huh.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] That's so strange, you know, they put her name as [PII].
[AGENT][NEUTRAL] Oh, OK. Looks like that's her middle initials. Oh.
[CUSTOMER][NEUTRAL] OK, so her last name is [PII], right? [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, let me fix that. [PII], or she might have two last names. Maybe she's [PII].
[AGENT][NEUTRAL] Um, we just have [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, no problem. OK, then let me, let me go ahead and see if we have time for the other one. I don't think we do. I have to leave for. OK, let me, yeah, let me see something here. Hold on one second.
[AGENT][NEUTRAL] Yeah, I, I can be.
[CUSTOMER][NEUTRAL] Hold on 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yeah, I think we only have time for one. I have to leave for an appointment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I have to go get my, uh, yeah, um, let me see.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Mm, OK, so she's the subscriber, so we'll just leave it alone, I guess for her primary she's just for the primary she is, but I guess for the secondary she's not because her card, her card says for the for United that she is. OK, that's fine.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][POSITIVE] Alright thank you [PII] for everything.
[AGENT][POSITIVE] OK, thank you [PII]. I hope you have a good day. Thanks for calling APL.
[CUSTOMER][POSITIVE] Bye bye, thanks.