AccountId: 011433970860
ContactId: 240e92e7-a20e-4b1b-b076-aa2a27121fa9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168130 ms
Total Talk Time (AGENT): 62813 ms
Total Talk Time (CUSTOMER): 80957 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/240e92e7-a20e-4b1b-b076-aa2a27121fa9_20250429T15:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just calling to see if the patient is uh verified with this insurance. I'm calling from Dr. [PII]'s Medical Center.
[AGENT][NEUTRAL] OK, I could check eligibility for you for sure. um, what was your name?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mo
[AGENT][NEUTRAL] OK, well, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] 1994 078 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Date of birth for [PII], it's [PII].
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] OK, um, I don't have anyone with that date of birth. I do have a [PII] under this policy, but it is a different last name and a different date of birth.
[CUSTOMER][NEUTRAL] OK, hold on, let me see if it's her husband.
[CUSTOMER][NEUTRAL] Oh boy.
[CUSTOMER][NEUTRAL] No, um,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Now I've got a [PII] at the
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I don't have anyone with that date of birth under this policy. Um, let me verify.
[CUSTOMER][NEUTRAL] How about [PII] [PII].
[AGENT][NEUTRAL] No, let me, um, if you wouldn't mind just verify, uh, could you give me that policy number one more time, make sure that I have the right one.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, 1994 078 ML 8.
[AGENT][NEUTRAL] OK, so that is the policy number that I entered, but again, that's not the same information that I've got.
[CUSTOMER][NEUTRAL] Yeah, this is American Public Life Insurance Company, correct?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] Yeah, because it's coming up on verified so she doesn't even exist in your system, does she?
[AGENT][NEUTRAL] I have a, I have a [PII] under this policy, but it is a different last name and I don't have anyone under this policy with that date of birth.
[CUSTOMER][NEUTRAL] So even with that name, the date of birth is incorrect correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. All right, so both insurances, I'll have to let the doctor know. All right, thank you.
[AGENT][NEUTRAL] OK, yeah, was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, thanks. I appreciate your help. Bye bye.
[AGENT][POSITIVE] Alright, yeah thank you I hope you have a great rest of your day bye bye.
[CUSTOMER][POSITIVE] Thank you.