AccountId: 011433970860
ContactId: c6390557-536c-4d7b-9f7e-4600781228ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183470 ms
Total Talk Time (AGENT): 71435 ms
Total Talk Time (CUSTOMER): 66414 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/c6390557-536c-4d7b-9f7e-4600781228ce_20250328T12:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, I was calling to see if my, um, uh, Medicaid or was, was in effect yet.
[AGENT][NEUTRAL] Your, your Metlink policy?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, what's your name, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] So you don't have a policy number or anything yet, right? You just recently enrolled?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I've been enrolled. I was just trying to see if it was, um, if it was in in effect and when does it, um, you know, when, when is it over like, you know.
[AGENT][NEUTRAL] So you have you received an ID card or no?
[CUSTOMER][POSITIVE] Yes ma'am, I got my card right here.
[AGENT][NEUTRAL] Can you give me the policy number from off the card?
[CUSTOMER][NEUTRAL] Uh-huh, uh 02.
[CUSTOMER][NEUTRAL] 584-934
[AGENT][NEUTRAL] What's a good phone number to you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so the policy number that you provided is a dental policy. Is that right?
[CUSTOMER][NEUTRAL] Yes, ma'am
[AGENT][NEUTRAL] OK, and so you're wanting to know if it's in effect it is so I'm showing an effective date of [PII] and it's, it appears to be currently active at this time.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Are you still employed?
[CUSTOMER][NEUTRAL] So I can't
[CUSTOMER][NEUTRAL] No ma'am, not right now but I start work on Monday.
[AGENT][NEUTRAL] So who was your previous employer?
[CUSTOMER][NEUTRAL] Um, um, custom goods.
[AGENT][NEUTRAL] OK, and so are you restarting back with custom goods or is it a different temp service?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm going back with custom goods. I, I was just out for a little bit.
[AGENT][NEUTRAL] OK, so you weren't terminated or anything. You were just away. OK, alright, yeah, so I saw I show the policy is active at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, so I can just take this card to the dentist.
[AGENT][NEUTRAL] And you
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then they'll call us to verify your eligibility dates and we show it active at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK then alright.
[AGENT][NEUTRAL] Anything else, Ms. [PII]?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You're welcome.