AccountId: 011433970860
ContactId: d0cfe877-8653-4866-8b48-07d56a5a7331
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138419 ms
Total Talk Time (AGENT): 43578 ms
Total Talk Time (CUSTOMER): 48207 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/d0cfe877-8653-4866-8b48-07d56a5a7331_20250327T15:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Are you sick of me yet?
[AGENT][NEGATIVE] No, no, no.
[CUSTOMER][NEUTRAL] Good, this one's easy. I just need to verify eligibility. I've got a provider and it's for dependent.
[CUSTOMER][NEUTRAL] And in line it's showing that dependent was dropping in PIBFT it shows single parent coverage.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I just need to verify policy number is 244.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 558 5.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm checking on coverage for Jalen.
[CUSTOMER][NEGATIVE] Didn't see anything in the notes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This is benefits in the card.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] 5531.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is that name?
[AGENT][NEUTRAL] Familiar.
[AGENT][NEUTRAL] Because it's got two L's in it.
[AGENT][NEUTRAL] Seems like I just looked this up yesterday.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Let's say it's in the nose.
[CUSTOMER][NEUTRAL] 326.
[CUSTOMER][NEUTRAL] Set a phone call bro.
[AGENT][NEGATIVE] And I forgot to reactivate.
[AGENT][NEUTRAL] The participant
[CUSTOMER][NEUTRAL] She did?
[AGENT][NEUTRAL] Let me make sure that enrollment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] I see, I like.
[CUSTOMER][POSITIVE] I figured she was good just making sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sometimes they drop their dependents when they go on COVID, but.
[AGENT][NEUTRAL] I just forgot.
[AGENT][NEUTRAL] I've got her reactivated.
[CUSTOMER][POSITIVE] No worries, as long as she's good.
[CUSTOMER][POSITIVE] I can give that information. I appreciate it.
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] Thanks, [PII]. Have a good. Hopefully I won't call you again.
[AGENT][NEUTRAL] Oh, you can call me.
[CUSTOMER][POSITIVE] You take care. OK, thanks. I appreciate that. Bye-bye.
[AGENT][POSITIVE] All right. You too.
[AGENT][NEUTRAL] All right bye.