AccountId: 011433970860
ContactId: bc4c8fc4-0d13-471b-8404-7203f59a5d84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202380 ms
Total Talk Time (AGENT): 86878 ms
Total Talk Time (CUSTOMER): 89692 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/bc4c8fc4-0d13-471b-8404-7203f59a5d84_20250408T16:56_UTC.wav
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[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you for calling APL this is [PII] how can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what's your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Alright, [PII] Alright, hi [PII], this is [PII]. I'm calling from auction. I just need to get eligibility on a patient please.
[AGENT][POSITIVE] Sure, I can check eligibility for you. And good, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, yes, it is, uh, let's see.
[CUSTOMER][NEUTRAL] Subscriber 948861-8009.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so that's going to be.
[CUSTOMER][NEUTRAL] Oh wait a second notice the sec no 785,130. I'm sorry.
[AGENT][NEUTRAL] That's OK. OK, I'm sorry, that was 785,310?
[CUSTOMER][NEUTRAL] No, 785,130.
[AGENT][NEUTRAL] 130, got it. Thank you. One moment.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] I'm sorry, what is the last name? It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Just to confirm, [PII], I'm so sorry, that was 785,130 as the policy number, correct?
[CUSTOMER][NEUTRAL] Yes, uh, 785,130.
[AGENT][NEUTRAL] OK, um, what was the first name for the member?
[CUSTOMER][NEUTRAL] The first name of the member?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I can't hardly hear you honestly uh [PII]
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] OK did you have the date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. So we do have a different last name for her, um, however, this policy was terminated [PII]. If you'll give me one moment, I'll see if she had one that's active, might be a different policy number.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, she does have one that is currently active and it does have that uh correct last name. Uh, let me know when you're ready and I can give you this policy number.
[CUSTOMER][NEUTRAL] OK, uh, and what is it?
[AGENT][NEUTRAL] That is 02.
[AGENT][NEUTRAL] 57
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 87
[CUSTOMER][NEUTRAL] 57
[CUSTOMER][NEUTRAL] 87
[AGENT][NEUTRAL] 98.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] 98 got it and the group number still 414871?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me verify that one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, 14871.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][POSITIVE] Alrighty, alright, well thank you so much [PII]. I appreciate it you have a wonderful day.
[AGENT][NEUTRAL] Of course. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Yes, I'm sorry, what is the effective date? Is it [PII]?
[AGENT][NEUTRAL] Of course, yes, this one just picked up where that one left off [PII].
[CUSTOMER][POSITIVE] All right thank you so much I appreciate it.
[AGENT][POSITIVE] Alright, thanks for calling ATL. Have a great rest of your day bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.
[CUSTOMER][POSITIVE] You too thank you.