AccountId: 011433970860
ContactId: 076bd11a-b1eb-4619-ab2d-d6a3b901a4f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154330 ms
Total Talk Time (AGENT): 36156 ms
Total Talk Time (CUSTOMER): 73329 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/076bd11a-b1eb-4619-ab2d-d6a3b901a4f5_20250423T15:30_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I was actually calling to verify uh coverage for a patient we have.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Do you have, uh, your, uh, can I get your name and a good callback number? Sorry.
[CUSTOMER][NEUTRAL] Uh, yes, [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] It is ABL.
[CUSTOMER][NEUTRAL] 6226413
[AGENT][NEUTRAL] Um, it's not one of our policy numbers. Do you have the last name or social?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, yes, yes, it's.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, uh, pulling it up. Hold on one moment.
[CUSTOMER][NEUTRAL] OK, and I've got a birth date if you need to.
[AGENT][NEUTRAL] What's the first name?
[CUSTOMER][NEUTRAL] Uh the first name is [PII]
[CUSTOMER][NEUTRAL] And then I have date of birth if you need.
[AGENT][NEUTRAL] I'm not pulling anything up under that name. Um, do you have the group number or?
[CUSTOMER][NEUTRAL] OK, I'm, I'm wondering if.
[CUSTOMER][NEUTRAL] No, I'm wondering if they put it as the wrong like.
[CUSTOMER][NEUTRAL] Is because is this like for like life insurance or?
[AGENT][NEUTRAL] Um, it's for like supplemental policies like cancer.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] First of all, yeah, that's, that's usually what.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Would it be like a Medicare supplemental policy or no?
[AGENT][NEUTRAL] Um, no, we don't do Medicare supplements.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] OK, so I'm, I'm guessing she probably just put the wrong, she put American public life, but I'm wondering if she meant like American continental, I don't know.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] That's OK. Yeah, no worries.
[CUSTOMER][POSITIVE] OK, but I will, I will try, I will, I will try to get this figured out. OK, thank you.
[AGENT][POSITIVE] Thank you. Have a good day.
[CUSTOMER][POSITIVE] All right. You too.