AccountId: 011433970860
ContactId: d9615f0c-9009-43ea-b7fa-4a00b08162fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218550 ms
Total Talk Time (AGENT): 93364 ms
Total Talk Time (CUSTOMER): 71787 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/d9615f0c-9009-43ea-b7fa-4a00b08162fd_20250513T12:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. I'm calling from [PII]. I need uh eligibility for a member.
[AGENT][NEUTRAL] OK, did you say your name is [PII]? Is that correct?
[CUSTOMER][NEUTRAL] [PII], yes. Uh, last name initial [PII]
[AGENT][NEUTRAL] Thank you and [PII], you're just needing eligibility for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes, but I don't have the correct ID number for the member.
[AGENT][POSITIVE] OK, yes ma'am, I can help you with that. And [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] OK, thank you. So you said that you do not have the correct policy number for the member. Do you have the full, the subscriber's full social?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] Uh, they did not give me a social.
[CUSTOMER][NEUTRAL] The only thing I have is the um Medicare number for the member.
[AGENT][NEUTRAL] OK, so this is not Medicare. This would have nothing to do with Medicare, this policy.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I can try and look
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, ma'am. This is a supplemental policy to a major medical coverage with APL.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That's why I thought it was kind of strange.
[AGENT][NEUTRAL] Now, I'll be happy to try and search. I can't search my date of birth. I can try by the name to see if I can locate it that way. If not, you would just have to contact the number to get the correct information. So what is the last name of your patient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The last name is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the first name, please.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, give me a couple of moments to see if I can locate other names.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so I do not have a [PII] in our system.
[CUSTOMER][NEUTRAL] OK, so they probably entered it as a mistake.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, ma'am. I don't have anyone by that name listed.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, not a problem. Thank you so much, [PII]. I appreciate your time.
[AGENT][NEUTRAL] OK, well, uh, well, you're welcome, [PII]. Is there anything else I could help you with today?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] No, that's all I needed. Thank you so much. Have a wonderful day.
[AGENT][POSITIVE] OK. Well, you're welcome. Yes, sir. I mean, yes, ma'am. I'm sorry. I'm looking at his name and said, yes, sir. So I'm so sorry. But yes, ma'am. I hope you have a great day too.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][POSITIVE] I hope you have a great day too, [PII], and thank you again for calling APL. Yes, ma'am. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Take care, you too.
[CUSTOMER][POSITIVE] You're welcome bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.