AccountId: 011433970860
ContactId: d72fabd5-279c-4ca2-8fbc-a40c1115db34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205619 ms
Total Talk Time (AGENT): 91201 ms
Total Talk Time (CUSTOMER): 77604 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/d72fabd5-279c-4ca2-8fbc-a40c1115db34_20250109T23:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. Um, I'm calling because I wanna see if uh.
[CUSTOMER][NEUTRAL] This card that I have, the APL card is still.
[CUSTOMER][NEUTRAL] Effective?
[AGENT][NEUTRAL] OK, we just need to check to see if the policy is active.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, alright, [PII] I could check that for you um can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII].
[AGENT][NEUTRAL] Alright, thank you. And then, uh, did you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, let me see.
[CUSTOMER][NEUTRAL] Well, yeah, I think that's.
[CUSTOMER][NEUTRAL] Uh, what would it, how many digits would it be?
[AGENT][NEUTRAL] Um, are you looking at the card?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It would say something like member ID or certification number, certificate number something like that.
[AGENT][NEUTRAL] Typically begins with a 01 or 2. No, it's not the pair ID um it would typically begin with a 01 or a 2.
[CUSTOMER][NEUTRAL] We have payer ID.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good. Would I be giving you the one that says the outpatient benefit, right?
[AGENT][NEUTRAL] Uh, that's fine, yeah, does it say, uh, certification number or certificate number?
[CUSTOMER][NEUTRAL] Yeah. Yeah, you could say.
[AGENT][POSITIVE] Perfect, yes, either one of those.
[CUSTOMER][NEUTRAL] OK, so whenever you're ready.
[AGENT][POSITIVE] Yes, I'm ready.
[CUSTOMER][NEUTRAL] It's gonna be 02419448 [PII] Mary, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII] lady [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I was about to say I don't think I heard that right. OK, um, I'm just gonna verify some of your information really quick and can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Yeah, of course. Give me one second, we just moved. I'm trying to remember that.
[AGENT][POSITIVE] No worries, um, the one I have is from uh [PII] if that helps.
[CUSTOMER][NEUTRAL] Great, let's see, it's gonna be [PII].
[AGENT][NEUTRAL] Perfect appreciate you verifying that um last thing I need is the email address that we have on file for you uh looks like it might have been through your employer.
[CUSTOMER][POSITIVE] Wonderful. That would be my name [PII].
[AGENT][NEUTRAL] OK, appreciate you verifying all that information. Give me just a moment here.
[AGENT][NEUTRAL] So I am showing that this policy number that you gave me did terminate uh [PII]. Give me just a moment, let me see if you might have a different, might be one that's active, just a different policy number.
[AGENT][NEUTRAL] OK, no, this was the only policy that you had with us.
[CUSTOMER][POSITIVE] Wonderful. Thank you. We were just checking uh.
[AGENT][NEUTRAL] Yeah, was there anything else I can help you with?
[CUSTOMER][POSITIVE] That was all. Thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] No worries all right thank you have a good night.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.