AccountId: 011433970860
ContactId: c6b1e25e-8ffc-4c2e-9565-57c1f4bdbecc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109080 ms
Total Talk Time (AGENT): 39789 ms
Total Talk Time (CUSTOMER): 51241 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/c6b1e25e-8ffc-4c2e-9565-57c1f4bdbecc_20250128T17:35_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey, good morning, [PII]. My name is [PII] here at Memorial Hospital Pre Services. I'm trying to verify eligibility, um, for a member.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with eligibility today. And you said your name was [PII], did I get that correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, [PII] Hank tight with me.
[AGENT][NEUTRAL] And do you mind if I snack a quick call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Wonderful. And the member's policy number?
[CUSTOMER][NEUTRAL] Um, 24 M as in Mary, 0370 B as in boy.
[AGENT][NEUTRAL] Alright, so I don't believe that's gonna be a policy number with APL. Ours are usually 6 to 8 digits and they're they're all numbers.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, is there like a different number on there or a policy certificate number or anything like that?
[CUSTOMER][NEUTRAL] To be honest with you, the member.
[CUSTOMER][NEUTRAL] Um, is not, she gave me the pol she gave the policy number to another coworker. I tried following up with her. She wasn't able to, um, find the car, so it could very well be that it's with a different, um, company altogether. If this doesn't look like a format APL would use, the most likely it's, um, it's not with you guys, but thank you for your time today.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, absolutely. If there's anything else you need from APL, just give us a call. We'll be happy to take care of you.
[CUSTOMER][POSITIVE] Sounds good have a wonderful day.
[AGENT][POSITIVE] You too take care.