AccountId: 011433970860
ContactId: 1660b19c-1a6c-4742-9123-bf77b992e204
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277890 ms
Total Talk Time (AGENT): 96200 ms
Total Talk Time (CUSTOMER): 118038 ms
Interruptions: 1
Overall Sentiment: AGENT=2.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/1660b19c-1a6c-4742-9123-bf77b992e204_20250116T17:26_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Janan sponsor patient support program on behalf of provider Aul Singhal.
[CUSTOMER][NEUTRAL] To verify insurance benefits for a patient. Before we begin, I need to inform you that this call is being recorded for quality assurance and training purposes. May I know your full name along with the initial, please?
[AGENT][NEUTRAL] Um my name is [PII].
[AGENT][NEUTRAL] And [PII], what is a good callback number?
[CUSTOMER][POSITIVE] All right. Thank you so much, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure. The callback number will be
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah. It's [PII].
[AGENT][POSITIVE] All right, thank you. Mhm.
[AGENT][POSITIVE] All right. Thank you, [PII].
[AGENT][POSITIVE] And how can I help you today?
[CUSTOMER][NEUTRAL] Uh, I'm looking for the eligibility and benefits of the patient.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility and benefits, [PII]. What is the policy number?
[CUSTOMER][NEUTRAL] The member ID is 6,071,580,570.
[AGENT][NEUTRAL] Is that
[AGENT][NEUTRAL] Let's see, that is not the APL policy ID. Do you have another policy certificate number?
[CUSTOMER][NEUTRAL] Uh, just give me a minute. Let me look on to that.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Oh, thank you for your patience, [PII].
[AGENT][POSITIVE] Mhm. My pleasure.
[CUSTOMER][NEUTRAL] You just asked for the policy number, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[AGENT][NEUTRAL] That is too long for the APL policy number. What is the last name of the patient?
[CUSTOMER][NEUTRAL] Um, it's
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you spell the last name?
[CUSTOMER][NEUTRAL] Sure. Uh, [PII].
[AGENT][POSITIVE] Thank you. And what is the first name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] All right. Thank you, [PII].
[AGENT][NEUTRAL] [PII] I was trying to do a name search for the patient and I'm unable to pull it up by that name. Do you happen to have an APL ID card or the patient's social?
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] And they listed APL as their insurance carrier?
[CUSTOMER][NEUTRAL] Yes. It's American Lifea. The insurance name is?
[AGENT][NEUTRAL] Uh, we're, we're American public life.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, can I get the American Life Care contact number, please?
[AGENT][NEUTRAL] I don't have that information.
[CUSTOMER][NEUTRAL] Uh, could you transfer me?
[CUSTOMER][NEUTRAL] All right. All right.
[AGENT][NEUTRAL] You would need to contact the patient.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII].
[AGENT][POSITIVE] Well, [PII], I'm sorry I wasn't able to help you, but thank you for calling APL and I hope you have a wonderful day as well.
[CUSTOMER][POSITIVE] Thank you for helping me out there.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. That's so.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm still here. Did you know, and I'll hang up.
[CUSTOMER][NEUTRAL] Yeah, and uh uh that's not the thing. Uh I just wanted to have a call reference number for this call. Uh, can you provide me the call reference number for this call?
[AGENT][NEUTRAL] Yes, sir. It's going to be my name and today's date.
[CUSTOMER][POSITIVE] All right. All right. Thank you so much. Hope you have a great day. Bye-bye.
[AGENT][POSITIVE] You too. Thank you, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] And thanks for staying on the line.
[AGENT][POSITIVE] No problem. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.