AccountId: 011433970860
ContactId: d26d9f01-075b-496e-9e73-d09dc0e67e96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213669 ms
Total Talk Time (AGENT): 68838 ms
Total Talk Time (CUSTOMER): 54588 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/d26d9f01-075b-496e-9e73-d09dc0e67e96_20250604T19:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Bo's office to check on eligibility status.
[AGENT][NEUTRAL] I'm sorry, uh, it's a little bit difficult to hear you. The microphone sounds a bit muffled. Um, could you repeat that?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] May I know the eligibility status?
[AGENT][NEUTRAL] We're needing to check eligibility.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I can check that for you. Can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. The card number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and this is my extension number is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. The policy number is going to be 026.
[CUSTOMER][NEUTRAL] 089
[CUSTOMER][NEUTRAL] 10
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] The first name is going to be [PII]. The last name is going to be [PII].
[CUSTOMER][NEUTRAL] And date of birth is going to be [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, what was the, uh, I'm sorry, um, so this policy is currently active. Effective date was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No you don't mention it.
[AGENT][NEUTRAL] There is no term date. It is currently active.
[CUSTOMER][NEUTRAL] OK, maybe you need group number or group name?
[AGENT][NEUTRAL] Yes, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The group number is 70029.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK right.
[AGENT][NEUTRAL] OK group name is Hamilton.
[AGENT][NEUTRAL] Riker that's R Y K.
[AGENT][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Can you please repeat it?
[AGENT][NEUTRAL] Hamilton
[AGENT][NEUTRAL] Riker
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So R Y K E R.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Yes. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Yeah, may I have the card reference number for this patient?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date as for my last initial is A.
[CUSTOMER][POSITIVE] Thank you for your information sir have a good day. Bye bye.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.