AccountId: 011433970860
ContactId: d590ea82-61b9-472a-a2e5-9fbfc8b562ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264700 ms
Total Talk Time (AGENT): 98421 ms
Total Talk Time (CUSTOMER): 96215 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/d590ea82-61b9-472a-a2e5-9fbfc8b562ec_20250530T18:57_UTC.wav
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[CUSTOMER][NEUTRAL] That [PII] used it.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Saint Joseph's Hospital in [PII], and I just need to verify the eligibility and effective date of a plan, please.
[AGENT][NEUTRAL] OK, um, [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do just one moment here.
[CUSTOMER][NEUTRAL] Uh, that would be D as in David 47699928.
[AGENT][NEUTRAL] Is there anything that says the policy certificate number or um because that's the member ID is there anything that says policy number or certification number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Typically starts with like a 01 or 02.
[CUSTOMER][NEUTRAL] Oh, that's it. Oh well, yeah, all I, yeah, I, that's the employee ID. I see that now, but.
[CUSTOMER][NEUTRAL] I have a group number.
[CUSTOMER][NEUTRAL] Does that help?
[AGENT][NEUTRAL] Um, that's, that's through their employer.
[CUSTOMER][NEUTRAL] I don't see it's got so much stuff on here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Employer is.
[AGENT][NEUTRAL] Yeah, let me see if I can look him up. Um, do you have his social security number?
[CUSTOMER][NEUTRAL] There's so much stuff on this card. It has surge. It has multiplay.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, the number you gave me is for 90 Degree, um, but I should be able to at least look them up to give you eligibility. It's just, uh, that number you gave me, yeah, that number that you gave me, um, I'm not able to look it up from that number, um, let's try through his social.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][POSITIVE] That would be awesome.
[CUSTOMER][NEUTRAL] Can you give me?
[CUSTOMER][NEUTRAL] OK, social is [PII].
[AGENT][NEUTRAL] Alright, let me look it up that way. Um, and then if I'm able to pull it up, I will give you the, the policy number.
[CUSTOMER][POSITIVE] Yeah, that'd be great because there's a lot of stuff on this little card and I don't see.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, OK. What is the last name?
[CUSTOMER][NEUTRAL] The last name is uh [PII]
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Yeah, there is not a a policy number anywhere on this card.
[AGENT][NEUTRAL] What is the first name?
[CUSTOMER][NEUTRAL] First name is [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh no, [PII]
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK, let me check.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I'm not able to see it, um.
[AGENT][NEUTRAL] That's the 90 degree plan and since I'm not able to see, I'm not able to look him up by social or first and last name, um, you'll have to go through IMA.
[AGENT][POSITIVE] And I have the number whenever you're ready.
[CUSTOMER][NEUTRAL] OK, what is that?
[AGENT][NEUTRAL] It's 1800 0, go ahead. It's 1-800.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 8334296
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, alright, thank you very much for all your help. I appreciate you you have a good weekend.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] All right. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Mm bye.