AccountId: 011433970860
ContactId: e866a325-a9ee-47ec-8b0a-e0b874451fb0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260950 ms
Total Talk Time (AGENT): 78358 ms
Total Talk Time (CUSTOMER): 56939 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/e866a325-a9ee-47ec-8b0a-e0b874451fb0_20250305T16:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm with the state of South Dakota Social Services, and I'm calling to verify coverage on a couple of children to coordinate benefits.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] I do not have that. I could provide a social.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] So the social is [PII].
[CUSTOMER][NEUTRAL] And I'm looking for a policy number for [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I believe I just located the policy, um, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] A [PII].
[AGENT][NEUTRAL] OK, and thank you so much for verifying um all the information provided is a verification of benefits, not a guarantee of payment and the policy number is 259.
[AGENT][NEUTRAL] 5033.
[CUSTOMER][NEUTRAL] 259-5033
[AGENT][NEUTRAL] Mhm. And the policy has been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. I have one other child to check.
[AGENT][NEUTRAL] OK, hold on one moment, let me note this policy.
[AGENT][NEUTRAL] OK, and the next member's policy number?
[CUSTOMER][NEUTRAL] Um, the policyholder's social is [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for it to come up here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is for the medical policy, right? This one has two different policies.
[CUSTOMER][NEUTRAL] Um, just medical.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's um first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, and I am showing this policy has been active since [PII] and that policy number is 259-434-1.
[CUSTOMER][NEUTRAL] 259-434-1 OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, [PII], was there anything?
[CUSTOMER][POSITIVE] All right, that is what I needed to know.
[AGENT][POSITIVE] Alrighty well thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.