AccountId: 011433970860
ContactId: b428d657-615b-485f-bbb9-d6918d84bd03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167839 ms
Total Talk Time (AGENT): 89144 ms
Total Talk Time (CUSTOMER): 80078 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/b428d657-615b-485f-bbb9-d6918d84bd03_20250312T18:06_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] OK, you're needing eligibility only. You do not need benefit information as well. Is that correct?
[CUSTOMER][POSITIVE] No, ma'am, yes, that's correct.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am. Well, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] It's [PII], your daily friend.
[AGENT][POSITIVE] Oh, well, hi, [PII]. I thought your voice was familiar. And that's OK. I like to have daily friends. We all can, we can't have enough friends, [PII].
[CUSTOMER][NEUTRAL] Hey Miss [PII].
[CUSTOMER][NEUTRAL] Hi Miss [PII].
[CUSTOMER][POSITIVE] Right, I know that's right.
[AGENT][NEUTRAL] And, um, before long, I'll be able to remember your phone number without having to ask you every time, but what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] We have 002706375.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] 2706375. Hm.
[AGENT][NEUTRAL] Do you have a copy of the ID card on this one, [PII]?
[CUSTOMER][NEUTRAL] Let's see, perhaps.
[AGENT][NEGATIVE] Cause that number is not pulling up for me.
[CUSTOMER][NEUTRAL] In which it could be.
[CUSTOMER][NEUTRAL] Yes, [PII]. Is that what I said? Yeah.
[AGENT][NEUTRAL] Mhm. Yeah, but that's not pulling up.
[CUSTOMER][NEUTRAL] Mhm that's what the card says.
[AGENT][NEUTRAL] And it has American Public Life?
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] Uh yeah, that'll do it right? No, ma'am, it does not. It's been a long it.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] It does not say that. Well.
[AGENT][NEUTRAL] It's almost Friday. Hang in there. We're on hump day. It's almost here. Hm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I know, 2 more days.
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] Alright, I'll go ahead and give, uh, do you guys, you guys don't service Loomis, do you?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Service whom?
[CUSTOMER][NEUTRAL] Loomis.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Because I wouldn't imagine why I switched up that number. OK, well, I guess I'll reach out to the next provider. Thank you.
[AGENT][NEUTRAL] I don't know. OK. OK, then. Well, you're welcome, [PII]. So is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, that'll be all. You have a great day.
[AGENT][POSITIVE] OK. Well, I hope you do too. And again, it was nice talking with you. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Likewise. Have a good day. Bye-bye.
[AGENT][NEUTRAL] OK. You too. Bye.