AccountId: 011433970860
ContactId: bb3ce691-10a0-4e2b-b461-94af7ba208a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171380 ms
Total Talk Time (AGENT): 57018 ms
Total Talk Time (CUSTOMER): 102458 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/bb3ce691-10a0-4e2b-b461-94af7ba208a4_20250312T14:20_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII] and we're the provider. I'm just calling for the eligibility please for a member.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And you say your name is [PII]. Is that with a [PII] or a [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] With a [PII]
[AGENT][POSITIVE] OK, thank you, ma'am.
[AGENT][NEUTRAL] And what is that policy number, please?
[CUSTOMER][NEUTRAL] OK, that policy number is gonna be.
[CUSTOMER][NEUTRAL] 02548739.
[AGENT][POSITIVE] Awesome. Thank you, ma'am. Give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Her first name, [PII] Her last name is [PII] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And so you're calling for eligibility, correct?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, I'm trying, I'm showing her effective date is [PII] and she is active on the policy. I'm sorry for that.
[CUSTOMER][POSITIVE] OK perfect no it's OK she works for is it [PII].
[CUSTOMER][NEUTRAL] LLC?
[AGENT][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Let's see here um.
[CUSTOMER][NEUTRAL] OK, let's see. OK.
[CUSTOMER][NEUTRAL] OK, hold on, and group number is 26612. OK, 2612. OK, let me add your phone number. I tell you all the time. You guys, a lot of people have American Pub Life. You guys are very popular.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] I think I see it. I don't know, it's like, wow.
[AGENT][POSITIVE] Well, that's cool.
[AGENT][POSITIVE] Oh that's cool.
[CUSTOMER][NEUTRAL] And, and you was, and she's, and she's the subscriber, right? yes.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I have your address here in the system already. That's correct. OK, perfect. And it's [PII].
[AGENT][NEUTRAL] Are you showing the address in [PII] or uh [PII]? OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] I know your address. I have it on my notes.
[AGENT][POSITIVE] Good deal.
[CUSTOMER][NEUTRAL] And it's [PII] right?
[AGENT][NEUTRAL] Uh K E K E last initial Q.
[CUSTOMER][NEUTRAL] 00, K E K E, uh reference number and your name and today's date.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][POSITIVE] I thank you [PII] for the help.
[AGENT][NEUTRAL] Alright, you're welcome, Ms. [PII].
[CUSTOMER][NEUTRAL] Maybe we'll talk. Maybe, maybe we'll talk soon. I called the American public like 10 times yesterday, so.
[AGENT][NEUTRAL] We probably will
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, bye for now.
[AGENT][POSITIVE] Bye. Have a great day.
[CUSTOMER][NEUTRAL] Hi.