AccountId: 011433970860
ContactId: e1230326-7500-400e-9df9-4eb6a16338b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217250 ms
Total Talk Time (AGENT): 94599 ms
Total Talk Time (CUSTOMER): 78097 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/e1230326-7500-400e-9df9-4eb6a16338b1_20250113T22:08_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, I'm going through some old records and I have um a policy from [PII] that I don't know if it's still effective, just calling to check.
[AGENT][POSITIVE] Yeah, I'd love to look into that for you. Do you mind if I get just your first name real quick and then that policy number?
[CUSTOMER][NEUTRAL] Yeah, my name's [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what's that policy?
[CUSTOMER][NEUTRAL] And I have a
[CUSTOMER][NEUTRAL] It's G as in girl, 1012.
[AGENT][NEUTRAL] OK, let me take a look at that.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And I have a certificate number but.
[AGENT][POSITIVE] Oh, can I actually have that one?
[CUSTOMER][NEUTRAL] 03 08157
[AGENT][NEUTRAL] 703.
[AGENT][NEUTRAL] And Ms. [PII], would you be able to verify for me your date of birth, pretty please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect and then that.
[AGENT][NEUTRAL] Uh, your last name, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Would it be under like a maiden name perhaps?
[CUSTOMER][NEUTRAL] No, this
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I have the insured, which is my last name, but I wasn't with this doctor's office very long, so I don't know if I should keep this or just.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] You said that certificate number was 0308157, right?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, hold on, let me try something else real quick.
[CUSTOMER][NEUTRAL] Well, the policy holder it says Ohio State Medical Association, but I don't know if that helps you out.
[AGENT][NEUTRAL] Let me take a look.
[CUSTOMER][NEUTRAL] And it's under a corporate plan, not a membership plan.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Oh, I'm so sorry. I tried to open too many. I tried to open one screen and I ended up trying to open like 3 or 4, and my computer just did not want to think about that. So one sec while it's.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah. I wasn't there. Yeah, I don't know if I was there 2 years, so there's probably, I don't know if it's even valid.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Well, I
[CUSTOMER][NEGATIVE] Not much of anything.
[AGENT][NEUTRAL] What, um, I'm gonna try searching under your first and last name. I'm just wondering if maybe when our system switch if there was like a policy number change on that, um, but do you want me to search just with your social or your first and last name and see if I can pull something up?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, whatever you want, that's fine.
[AGENT][NEUTRAL] OK, the social would be quickest and easiest if you'd like to do it that way, um, but if you're uncomfortable with that, I can always try with your first and last name.
[CUSTOMER][NEUTRAL] Oh, that's fine. It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, so I'm actually not showing anybody with that social in our system, so I'm wondering.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not thinking that policy is still active any longer.
[CUSTOMER][NEUTRAL] OK, it, it probably isn't, but I thought I just went through my files to dispose of old stuff and.
[CUSTOMER][NEUTRAL] Um, OK, well that's fine.
[AGENT][POSITIVE] Perfect. And then I'm really glad I could help. Is there anything else I can do for you, my friend?
[CUSTOMER][POSITIVE] You, you've been helpful.
[CUSTOMER][POSITIVE] That's it thank you so much.
[AGENT][POSITIVE] Hey, it's my pleasure thank you for giving us a call and you have such a fabulous day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.