AccountId: 011433970860
ContactId: f1f743e0-de47-4228-bc97-fffba2af6531
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208889 ms
Total Talk Time (AGENT): 73533 ms
Total Talk Time (CUSTOMER): 57819 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/f1f743e0-de47-4228-bc97-fffba2af6531_20250311T19:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I'm calling from Doctor [PII]'s office, and I just needed to check on eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help with that, [PII]. What is your callback number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the policy number?
[CUSTOMER][NEUTRAL] 0256550.
[AGENT][POSITIVE] OK, thank you very much. One moment, please.
[AGENT][NEUTRAL] OK, I have that as 0256550.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] That is not enough numbers. Um, give me one second.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] I have that as the
[CUSTOMER][NEUTRAL] Member ID number.
[AGENT][POSITIVE] No problem. I can look up the member by name, um, bear with me please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's that last name?
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][POSITIVE] Thank you and the first name?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is Mr. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Mm, still looking.
[AGENT][NEUTRAL] I'm still looking and what state does Mr. [PII] reside in?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I was able to locate the policy. Let me provide you with that policy number. OK, it is 025675550.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Definitely sure a few numbers or a number.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, this policy shows effective as of [PII], and this policy shows that it's active for Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And does he have um dependent coverage for his wife?
[AGENT][NEUTRAL] No, this is an individual policy. I'm sorry.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, that's actually all I needed to check on.
[AGENT][POSITIVE] OK. All right. Well, thank you. I'm so sorry about that.
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][POSITIVE] No, it's all good, thank you for uh looking him up. I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a great day thank you.
[CUSTOMER][NEUTRAL] You bye bye.
[AGENT][NEUTRAL] Bye.