AccountId: 011433970860
ContactId: 2629bec8-5a5f-4afc-ac31-11f44d375261
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246070 ms
Total Talk Time (AGENT): 111040 ms
Total Talk Time (CUSTOMER): 94091 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/2629bec8-5a5f-4afc-ac31-11f44d375261_20250103T19:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. My name is [PII] and I'm calling from the Wills Memorial Hospital. I'm just calling to verify eligibility for a patient's insurance.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you, [PII]. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, yeah, I can send for you then, uh.
[CUSTOMER][NEUTRAL] Yes, [PII], no extension.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, it is, let me count these 0s. 120 wait, 1234, 500, 8 05 0 573.
[AGENT][NEUTRAL] OK, that does not sound like one of our policy numbers.
[AGENT][NEUTRAL] No, I didn't get anything with that. Ours are quite a bit shorter. Um, let's see, do you maybe have their social I could search for them that way.
[CUSTOMER][NEUTRAL] OK yeah let me um hold up.
[CUSTOMER][NEUTRAL] I can get you that social.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that's what they put on here. I was like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's what they sent to me and I was like, alright, let me see what his what her social is. Her social is [PII].
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And what was the name for the insured?
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][NEUTRAL] Um, well, I did not.
[AGENT][NEUTRAL] Get that with that policy. OK, let me try searching just using the name.
[AGENT][NEUTRAL] Let's see. [PII], um, what was the last name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's try that.
[AGENT][NEUTRAL] OK, [PII] was just uh [PII], correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, yeah, I don't have anyone with that name in our system, [PII].
[CUSTOMER][NEUTRAL] Yeah, it's for American Republic.
[AGENT][NEUTRAL] Uh, this is right, this is American public life.
[CUSTOMER][NEUTRAL] Medicare supplement.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, we do get confused with them quite a bit.
[CUSTOMER][NEUTRAL] OK, do you have their number?
[AGENT][NEUTRAL] Um, I can try finding it for you. What was it called? I'm sorry. American Republic.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's American Republic Insurance Medicare Supplement.
[CUSTOMER][NEGATIVE] They got the wrong thing down here then.
[AGENT][NEUTRAL] American Republic.
[AGENT][NEUTRAL] Insurance.
[CUSTOMER][NEUTRAL] Medicare supplement.
[AGENT][NEUTRAL] Medicare supplement.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I'm so sorry. I could have looked that up myself.
[AGENT][NEUTRAL] No, no, you're fine. Like I said, this does happen quite a bit, um.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I'm not very familiar with them.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] I may have found it.
[AGENT][NEUTRAL] I know, I tried searching. I'm not really finding anything definitive. American Republic Insurance Services.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] That's crazy.
[AGENT][NEUTRAL] Yeah, it is. I just haven't found my phone number.
[AGENT][NEUTRAL] Oh, well, here's a phone number. I'm not quite sure that this is correct. It is American Republic Insurance Services.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So we, I mean, I could give you that phone number. Hopefully, that's it. I'm not quite sure. OK. Are you ready for it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, we can try. Yeah, we can see.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, thank you so very much.
[AGENT][NEUTRAL] Yeah, I hope that's it. Sorry, I can't do more to help.
[CUSTOMER][POSITIVE] I hope it is too. Thank you so much. You have a good one, OK?
[AGENT][POSITIVE] You're very welcome. You too. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.