AccountId: 011433970860
ContactId: ec46b8e0-bc53-4f73-8c3f-361f92626fdb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141839 ms
Total Talk Time (AGENT): 34459 ms
Total Talk Time (CUSTOMER): 64040 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/ec46b8e0-bc53-4f73-8c3f-361f92626fdb_20250211T19:45_UTC.wav
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[AGENT][POSITIVE] Good afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], how are you? I was just calling to verify benefits for a patient of ours too.
[AGENT][POSITIVE] Alright, well, I'm doing well, and I'll be more than happy to help you with the benefits. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Yes, [PII], and it's [PII], my initial and then [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 031156383.
[AGENT][NEUTRAL] Wait, can you repeat that for me, please?
[CUSTOMER][NEUTRAL] Yes, 031156383.
[AGENT][NEUTRAL] And do you have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] Um, let me double check. One moment.
[AGENT][NEUTRAL] OK. The reason I'm asking is because that uh numbers, that's not an APL policy number.
[CUSTOMER][NEUTRAL] You see
[CUSTOMER][NEUTRAL] Oh, let me see if I find 11 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me just make sure.
[CUSTOMER][NEUTRAL] OK. So I do see something here. I mean, I do see that I put it under APL, but when I see the card, it says Nassau, no so um something company. It's a little blurry cause it's like scanned.
[AGENT][NEGATIVE] Small.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] So let me see, I wanna put APL button in it one.
[CUSTOMER][NEUTRAL] Yeah, it's like a different company. OK, well, I guess I'm sorry for that. I guess I'll contact them then.
[AGENT][NEUTRAL] Alrighty. Well, was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Um, no, that'll be all. Thank you so much.
[AGENT][POSITIVE] All right, you're welcome. Thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.