AccountId: 011433970860
ContactId: bf6f68dd-45eb-4df8-9d1a-05ef557ef54b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308839 ms
Total Talk Time (AGENT): 85448 ms
Total Talk Time (CUSTOMER): 98227 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/bf6f68dd-45eb-4df8-9d1a-05ef557ef54b_20250401T17:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] Hi, I'm [PII], and my last name will be [PII].
[AGENT][POSITIVE] How can I help today, [PII]?
[CUSTOMER][NEUTRAL] Uh, I just want to verify member regarding the eligibility and the benefit.
[AGENT][POSITIVE] OK, I'm happy to check on eligibility and benefits. What's the policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number will be 724680698.
[CUSTOMER][NEUTRAL] long
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You and I.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Why did you go there?
[CUSTOMER][NEUTRAL] Or did you go out? Are you or did you go out?
[CUSTOMER][NEUTRAL] So yeah.
[CUSTOMER][NEUTRAL] Me
[AGENT][NEUTRAL] What is the patient's first and last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A member's first name will be [PII] and second name will be [PII] with the date of birth [PII].
[AGENT][NEUTRAL] Can you spell the first name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Last name, can you spell that?
[CUSTOMER][NEUTRAL] And the last name will be [PII].
[CUSTOMER][NEUTRAL] I didn't.
[AGENT][NEUTRAL] Let me take a look here. And the last name just to confirm was [PII], and then did you say [PII] again?
[CUSTOMER][NEUTRAL] 100 and that's.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it's uh [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What state does the member reside in?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] The number that you provided isn't coming up as a policy number. I don't see anything under the member's name. Do you have their social? That's the only other way I can check.
[CUSTOMER][NEUTRAL] Uh, is it OK if I provide you the member's address because I don't, I don't have the Social Security number. I just have the address.
[AGENT][NEUTRAL] I don't have any other way, unfortunately to look. I can look by name, but I'm not finding any member plan that matches that information.
[CUSTOMER][NEUTRAL] Remember it will be 724680698.
[AGENT][NEGATIVE] The 724680698 does not come up as a valid member number.
[AGENT][NEUTRAL] Is there anything else you would like me to check on for you?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] No, I just need the same benefit all day.
[AGENT][NEGATIVE] I'm not able to provide eligibility without finding a policy. I'm not able to locate an active policy for this member.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK. And can you please tell me your name with the initial?
[AGENT][NEUTRAL] My name is [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Could you spell your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Call reference number.
[AGENT][NEUTRAL] Is my name with today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for all the details about it. Have a nice day. Take care. Bye bye.
[AGENT][NEUTRAL] You too. Bye-bye.