AccountId: 011433970860
ContactId: e8a5d8f0-f088-4276-8b6b-eab35e6cb152
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274019 ms
Total Talk Time (AGENT): 73719 ms
Total Talk Time (CUSTOMER): 121356 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/e8a5d8f0-f088-4276-8b6b-eab35e6cb152_20250416T17:17_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, we're trying to find out the enrollment status of [PII].
[AGENT][NEUTRAL] OK. And you, are you with the provider's office or is it for yourself?
[CUSTOMER][NEUTRAL] It's for self.
[AGENT][NEUTRAL] OK. Do you have a policy number?
[CUSTOMER][NEUTRAL] No, we're trying to see his enrollment status with, with benefits in a card.
[AGENT][NEUTRAL] OK, do you have the policy number of the member or I can look it up by name?
[CUSTOMER][NEUTRAL] Yes, his name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And last name?
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] OK, [PII]
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] G [PII]
[CUSTOMER][NEUTRAL] Cutting Marin.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I didn't hear you. Hello.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said for [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] that one.
[CUSTOMER][POSITIVE] I love you.
[CUSTOMER][NEUTRAL] Oh yeah my dad a number.
[CUSTOMER][POSITIVE] I said one on I did made a number they cute daddy know your number here. I know your name yeah oh I made that number one.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Look at that, yeah, why not?
[AGENT][NEUTRAL] Are you his
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] He's my dad.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what were you trying to find out?
[CUSTOMER][NEUTRAL] His enrollment status.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Um, looks like I've got him. Do you have his birth date?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I didn't have one.
[AGENT][NEUTRAL] Yes, I've got him effective [PII].
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] He's effective [PII].
[AGENT][NEUTRAL] I've got him active.
[CUSTOMER][NEUTRAL] OK, so, but we don't have the card yet.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] So you've not received the card?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let me uh check something here. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you needing it for medical or dental or?
[CUSTOMER][NEUTRAL] Yeah, he wanted to um go for an eye exam.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] To change his glasses to get a prescription, new prescription.
[AGENT][NEUTRAL] OK, it doesn't look like there's any vision coverage on any of these plans?
[CUSTOMER][NEUTRAL] Hi
[AGENT][NEUTRAL] So he's got like a hospital plan.
[CUSTOMER][NEUTRAL] Yeah, he actually has a.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] He actually, he was enrolled in medical, dental, vision.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, we don't offer any vision plans, so he might wanna check with his employer to see.
[AGENT][NEUTRAL] If, if there's a different place that does vision, but we just do dental.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And hospital and short-term disability.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK. OK.
[CUSTOMER][NEUTRAL] OK, so in that case, should we be expecting a card?
[AGENT][NEUTRAL] Yes, um, there's a card that's being mailed to him for his dental and his hospital.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, OK. All right, thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Yeah thank you you too bye bye.