AccountId: 011433970860
ContactId: fb6efa8e-6d38-4fab-8869-b3fbe8df488b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222339 ms
Total Talk Time (AGENT): 62551 ms
Total Talk Time (CUSTOMER): 59858 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/fb6efa8e-6d38-4fab-8869-b3fbe8df488b_20250515T17:05_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]. This is [PII], and I'm calling from Saint John Medical Center on a recorded line.
[CUSTOMER][NEUTRAL] And I'm looking for member eligibility and benefits. So could you please provide me the information?
[AGENT][POSITIVE] Yes, I'll be more than happy to help you with the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Phone number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 66J as in Jack 0001367.
[AGENT][NEUTRAL] OK, that's not an APL policy number. Do you have the member's ID card available?
[CUSTOMER][NEUTRAL] No, actually, I don't have a member ID card. Could you please start with the member name and date of birth?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, that's fine. I can start with the first and last name.
[CUSTOMER][NEUTRAL] The first name is [PII] in sorry, the first name is [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate here. Hold on one moment.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] What state is the member um in? There's quite a few [PII]'s.
[CUSTOMER][NEUTRAL] Oklahoma.
[AGENT][NEUTRAL] And none of them are Oklahoma. OK, hold on one moment.
[AGENT][NEUTRAL] I'll look through the policies that we have to see if any of the dates of birth match what you've provided, um, to see if I can assist. If not, do you have her full social?
[CUSTOMER][NEUTRAL] I'm not able to provide the social number over the call.
[AGENT][NEUTRAL] OK, well, hold on one moment while I go through these policies, OK?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], those are the same, so just one of the both.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]