AccountId: 011433970860
ContactId: a07617bf-1328-4bd6-a0e3-a7f75ee18550
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122360 ms
Total Talk Time (AGENT): 60336 ms
Total Talk Time (CUSTOMER): 37248 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/a07617bf-1328-4bd6-a0e3-a7f75ee18550_20250512T13:48_UTC.wav
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[CUSTOMER][NEUTRAL] You told me that they actually.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi I was calling to verify eligibility.
[AGENT][POSITIVE] All right. Happy to check eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] It is D 437-330-38.
[AGENT][NEGATIVE] Unfortunately, I can't pull the member with that number. If you have their card, do you see anything that says certificate or like in hospital or outpatient number?
[CUSTOMER][NEUTRAL] No ma'am that's the only um.
[CUSTOMER][NEUTRAL] It just says employee ID the number I just gave you, then it has employee name and medical coverage employee.
[AGENT][NEUTRAL] OK, let's check by name. What's the last name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII] OK. And then first name?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, let's see here.
[AGENT][NEUTRAL] And do they reside in the state of [PII], do you know?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Are we looking for medical coverage or dental?
[CUSTOMER][NEUTRAL] Medical emergency room specifically?
[AGENT][NEUTRAL] And call.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah, so I don't show a medical policy. They have like a dental policy, short-term disability, but nothing as far as medical benefits with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, can I get a call reference number?
[AGENT][NEUTRAL] Absolutely. It's my name with my last initial and today's date. My name is [PII], that's [PII], last initial [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][NEUTRAL] Uh huh bye bye.