AccountId: 011433970860
ContactId: bdfe851c-c51d-494c-ad2f-b2eaea1a3b67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216080 ms
Total Talk Time (AGENT): 67676 ms
Total Talk Time (CUSTOMER): 81772 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/bdfe851c-c51d-494c-ad2f-b2eaea1a3b67_20250404T17:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] and we're the provider. Can you please help me with eligibility for a member?
[AGENT][POSITIVE] Yeah, I'm happy to check on eligibility. What's the patient's policy number?
[CUSTOMER][NEUTRAL] 78 64,952,190
[AGENT][NEUTRAL] OK, that's a little long for a policy number for us, [PII]. Do you have their name or social? We can check by that.
[CUSTOMER][NEUTRAL] Yes, I have their name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] What state does [PII] reside in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And then, what is her date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. So patient does have an active policy. Would you like the policy number?
[CUSTOMER][NEUTRAL] Yeah, they put the wrong one. I, yeah, OK, yeah, we'll fix it, yep.
[AGENT][NEUTRAL] OK, so it's 02, OK.
[CUSTOMER][NEUTRAL] Hold on one second
[CUSTOMER][NEUTRAL] Oh hold on one second. I wonder what they put. I wonder what that was that they put. I don't know.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] 01 2nd.
[CUSTOMER][NEGATIVE] My system froze.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Thank you. OK, OK, [PII], what is the correct one?
[AGENT][NEUTRAL] Uh, the policy number is gonna be 02.
[AGENT][NEUTRAL] 545505
[CUSTOMER][NEUTRAL] 02545505
[AGENT][NEUTRAL] Mhm. And the effective date on this is [PII].
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Thank you so much. OK, what is the group name?
[AGENT][NEUTRAL] Uh, let's see, one moment.
[AGENT][NEUTRAL] A group name is Town of Miami Lakes.
[CUSTOMER][NEUTRAL] OK, and the group number?
[AGENT][NEUTRAL] We have 2626064.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][POSITIVE] Uh-huh. OK, perfect. 26064. All right, perfect. Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect, easy and easy is it S A R A or A H?
[AGENT][NEUTRAL] Um, there's an H at the end. Yup, [PII]
[CUSTOMER][NEUTRAL] Your name.
[CUSTOMER][POSITIVE] Thank you sir.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And your name and today and today's date for the reference number.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right perfect thank you so much I hope you have a nice weekend.
[AGENT][POSITIVE] You too, [PII]. Take care.
[CUSTOMER][NEUTRAL] Bye bye.