AccountId: 011433970860
ContactId: a82816a0-fa92-481f-9be5-7e250681ffcb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159009 ms
Total Talk Time (AGENT): 53631 ms
Total Talk Time (CUSTOMER): 64722 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/a82816a0-fa92-481f-9be5-7e250681ffcb_20250530T17:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. My name is [PII]. I'm calling from office to check members' medical liability.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is again?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] So I have here the policy number. It's uh 01864231 M as in Mike L as in Lima.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, I have shown his effective date is [PII] and he is active on the policy.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] You see [PII] is a subscriber for this college?
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] I need to know who is the policyholder. Is this, is this [PII] is the policyholder?
[AGENT][NEUTRAL] He's the policy holder.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's fine. Thanks for confirmation. Um yeah, could you please spell out your name?
[AGENT][NEUTRAL] Sure, it's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] Yeah, do you have any group number and group number for this coverage?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Group number 24679.
[AGENT][NEUTRAL] Group name SBL Freightliner.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] SPL. Could you please spell out the word after the SPL?
[AGENT][NEUTRAL] Freight liner, F R E I G H T L I N E R.
[CUSTOMER][NEUTRAL] F R E I G H T L I N E R
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right liner, right? OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Thank you. Do you have any call reference number for this call?
[AGENT][NEUTRAL] No, uh, if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] Thank you. Thanks for confirmation.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you. Have a great weekend. Bye-bye.
[AGENT][NEUTRAL] Mhm. Bye.