AccountId: 011433970860
ContactId: eac55bc2-7f48-48ba-b3a5-0befa6404a86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137800 ms
Total Talk Time (AGENT): 82972 ms
Total Talk Time (CUSTOMER): 35182 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/eac55bc2-7f48-48ba-b3a5-0befa6404a86_20250514T15:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], how are you doing?
[AGENT][POSITIVE] Hi Ms. [PII], I'm good, how are you sweetie?
[CUSTOMER][NEUTRAL] I'm great, thanks for asking [PII]. I have an insured on the phone, him and a provider called to verify his benefits, but it looks like there's a typo with his date of birth, the year.
[AGENT][NEUTRAL] All right, what's that policy number, dear, and I'll look at it real quick.
[CUSTOMER][NEUTRAL] It is 258-420-3. That's 258-4203.
[AGENT][NEUTRAL] OK, thank you. Give me just a moment.
[AGENT][NEUTRAL] We'll get it pulled up.
[AGENT][NEUTRAL] And then we'll pull up the application 258-4203.
[AGENT][NEUTRAL] OK, is this for [PII]?
[CUSTOMER][NEUTRAL] Mhm. Graham, yeah, [PII]. It's supposed to be 1968, but we have 69.
[AGENT][POSITIVE] Great
[AGENT][POSITIVE] Well, of course, we do, darling. Of course, we do.
[AGENT][NEUTRAL] So let's take a look, let's see.
[AGENT][NEUTRAL] 02584203. I will see if there's an application we're gonna correct it regardless, but I will see if there's an application.
[AGENT][NEUTRAL] I do not see one. So it should be, what year?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I think we have [PII], but it should be [PII].
[AGENT][NEUTRAL] We do. Uh, what kind of benefit is this?
[CUSTOMER][NEUTRAL] This is Melink.
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] OK, give me one moment. Let me correct this somewhere else first because if I don't, C A N U E M I think.
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] Let's try this. OK, so let's correct it one place first and another one. So [PII].
[AGENT][NEUTRAL] It's his date of birth? OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright thank you and we'll get it done over here.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, Ms. She, if you refresh your screen, it should be correct now.
[CUSTOMER][POSITIVE] Thank you, Ms. [PII].
[AGENT][POSITIVE] Anytime, dear. You have a good day.
[CUSTOMER][NEUTRAL] You do the same. Goodbye.
[AGENT][POSITIVE] Thank you. Bye-bye.