AccountId: 011433970860
ContactId: d73a3df2-b861-4c7a-9202-03e2b0d76e53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96730 ms
Total Talk Time (AGENT): 28326 ms
Total Talk Time (CUSTOMER): 56518 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/d73a3df2-b861-4c7a-9202-03e2b0d76e53_20250519T18:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over at Web TPA. Um, I have a member on the other line. He's wanted to know his eligibility on my end. I'm showing his plan terminated back in [PII], but he's saying that the pharmacy he gets his prescriptions from is saying that he's active. Is there a way to see, uh, what you know, on your system if he shows active, does he have another account that, you know, maybe don't cross over to my system yet?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, what?
[CUSTOMER][NEUTRAL] OK, uh, do you need his member ID number?
[AGENT][NEUTRAL] Yeah, what do you have there?
[CUSTOMER][NEUTRAL] OK, uh, let's see, that will be.
[CUSTOMER][NEUTRAL] 001997285-01.
[AGENT][NEUTRAL] OK, let me um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] What's the insured's first and last name?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I show effective date for [PII] as [PII] of 21, term date [PII] of [PII].
[AGENT][NEUTRAL] And I don't see any other active coverage.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[CUSTOMER][POSITIVE] Oh, OK, I will let him know that, um, OK, thank you, that's all I needed to know. Have a good day. Thanks. Bye bye.
[AGENT][POSITIVE] You're welcome. You too. Bye-bye.