AccountId: 011433970860
ContactId: 2042e9f4-2729-4522-abee-a9ab519392f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304649 ms
Total Talk Time (AGENT): 105324 ms
Total Talk Time (CUSTOMER): 154967 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/2042e9f4-2729-4522-abee-a9ab519392f5_20250520T16:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII]. I'm calling from Medical West Respiratory, and I need to, uh, do verify eligibility and benefits on a patient. Um, how do you spell your name? [PII]?
[AGENT][POSITIVE] Got you.
[AGENT][POSITIVE] It's [PII] and I can definitely check eligibility and benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, absolutely, [PII]. My extension is [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, AMH 6222594.
[AGENT][NEUTRAL] OK, so that's not gonna be one of our policy numbers, [PII]. um, they don't begin with any letters. Uh, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] I don't have their social, but I sent, I got this from the doctor's office and it says American Public Life and it has the phone number, which is why I called group number and then plan number AMH 6222594.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, plan number is going to be a bit different, yeah, if you wouldn't mind, um, let's try, uh, if you wouldn't mind spelling out the first and last name for me.
[CUSTOMER][NEUTRAL] I have a name. I have an address. I have a.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I don't know if his name is [PII], it just says [PII]
[AGENT][NEUTRAL] OK, one moment what.
[CUSTOMER][NEUTRAL] Date of birth is.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][POSITIVE] Bro, no, no, no, it's all right.
[CUSTOMER][NEGATIVE] You're not ready to type it in it's OK.
[AGENT][NEUTRAL] I'm not, thank you.
[AGENT][POSITIVE] I appreciate the information though um what state uh does this number live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Co.
[CUSTOMER][NEUTRAL] 2 weeks
[CUSTOMER][NEUTRAL] Would this be Mutual of Omaha?
[AGENT][NEUTRAL] Well, I'm sorry.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I have the patient in here previously and previously they had Mutual of Omaha and I have a number I don't know. I just thought they changed insurance.
[AGENT][NEUTRAL] No, I don't know anything about them. No, um, so yeah, this is American Public Life. Uh, what was his date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, well, apparently we have a lot of [PII]'s um let's do this. You did say you have a group number?
[CUSTOMER][NEUTRAL] Um, I do not.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] It says group number none. I have a plan number.
[AGENT][NEUTRAL] 00 gosh, OK. All right, that's OK. I can keep looking, give me just a moment.
[CUSTOMER][NEUTRAL] I can give you an address, phone number, date of birth.
[AGENT][NEGATIVE] Only ways I'm able to search unfortunately are going to be with the social policy number or the first and last name.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, bear with me just a moment.
[CUSTOMER][NEUTRAL] Just
[AGENT][NEUTRAL] OK, no, I do not see this number in our system, [PII].
[CUSTOMER][NEUTRAL] OK, well I will call the patient and try to get the information maybe off the back of his card. I said I'm just going by what the doctor's office sent over let me look up here and see if I have anything different.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] You know they send you 5000 pages, um.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] For you and [PII].
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] No, the other, there's another page for insurance for him and it just says the same thing ID slash certification number [PII] um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right, I will see what I can find out and I will call back if I can find out information you said I need his social or what else?
[AGENT][NEUTRAL] I'm not seeing him.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, uh, it would either be his actual policy number or his social, um, but yeah, I mean, I don't, and there can be a lot of confusion sometimes as American public life does sound like a lot of other companies, so I don't know if maybe there's a mix up there but we'll, we'll see what we can do.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, do you guys do.
[CUSTOMER][NEUTRAL] Uh, that's OK.
[CUSTOMER][POSITIVE] All right well I appreciate it I will reach out to the patient. thank you so very much have a good day.
[AGENT][POSITIVE] Sounds good of course you too thank you bye bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye. Yeah.