AccountId: 011433970860
ContactId: f20611b5-40b2-48b5-9d85-363deca50752
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180710 ms
Total Talk Time (AGENT): 59153 ms
Total Talk Time (CUSTOMER): 57243 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/f20611b5-40b2-48b5-9d85-363deca50752_20250416T17:54_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] Oh
[CUSTOMER][NEUTRAL] Hi, I'm trying to verify, um, a Medicare supplement policy. I'm calling from a provider's office. I'm not sure if I got the right number.
[AGENT][NEUTRAL] Well, I can look up a policy and see if there's a member here for you and go over everything, but we're not affiliated with Medicare, but I can see if there's a member here for you.
[CUSTOMER][NEUTRAL] OK, please, um, the policy, go ahead, sorry.
[AGENT][NEUTRAL] All right. May I have your
[AGENT][NEUTRAL] May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's, uh, my name is [PII]. Phone number is [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] 969-626-553
[AGENT][NEUTRAL] That's also not an APL policy number. What's, do you have the member's first and last name or or their full social?
[CUSTOMER][NEUTRAL] Um, yeah, uh last name is [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII]. Her social is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, hold on one second, let me try with the name first.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Um, do you know if she's the policyholder or is she like a spouse or dependent?
[CUSTOMER][NEUTRAL] Uh, no, I believe she would be the policy holder.
[AGENT][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] So we don't have anything with the name. Um, I can try the social if you like.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] Yeah, nothing's coming up with the social either. Do you have a copy of their ID card available?
[CUSTOMER][NEUTRAL] No, I don't, um, but it's OK, um.
[CUSTOMER][POSITIVE] I'll try another number. Thank you for your help though.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that is all. Thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye.