AccountId: 011433970860
ContactId: 2fa2930b-f089-4af7-8a63-c4ae090a6320
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256858 ms
Total Talk Time (AGENT): 80416 ms
Total Talk Time (CUSTOMER): 93955 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/2fa2930b-f089-4af7-8a63-c4ae090a6320_20250529T17:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling to verify benefits on a member.
[AGENT][NEUTRAL] OK, I can help you with benefits. May I please get your name, your callback number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and it's um I center of [PII].
[CUSTOMER][NEUTRAL] And phone number is [PII]. My extension is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, uh, patient is.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[CUSTOMER][NEUTRAL] Policy number is F for Frank 03210070. I'm sorry.
[CUSTOMER][NEUTRAL] Let me start over, it's F 03210070.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] That is not one of APL's policy numbers. Do you see an APL policy number?
[CUSTOMER][NEUTRAL] That is not
[CUSTOMER][NEUTRAL] No, I don't, um, can you check the social? Yeah, I do. Let me get it for you.
[AGENT][NEUTRAL] Do you have their social?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, let's see here it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see if I can find them.
[AGENT][NEUTRAL] OK, I'm not pulling a member up under that social in our system.
[CUSTOMER][NEUTRAL] You don't have a patient, OK.
[AGENT][NEUTRAL] Are you trying to verify Vision insurance?
[CUSTOMER][NEGATIVE] No, not at all.
[AGENT][NEUTRAL] Medical, OK.
[AGENT][NEUTRAL] 63432, I'm sorry 31, let's look, let's pull it, try again.
[AGENT][NEUTRAL] Yeah, that's not pulling up. Can you spell the first and last name for me and I'll try to pull it up by the name.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, let me see if we can't find them like that.
[CUSTOMER][NEUTRAL] And you said this is you said APL what does that stand for?
[AGENT][NEUTRAL] Yes, American Public Life.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I'm not showing a member.
[AGENT][NEUTRAL] With that date of birth or that name in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alrighty, um, and can I get a, uh, you said your name was [PII], right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK and um.
[CUSTOMER][NEUTRAL] And the uh first initial to your last name or call reference number?
[AGENT][NEUTRAL] You can use my name [PII] last initial is [PII] and today's date.
[CUSTOMER][POSITIVE] OK alrighty thank you.
[AGENT][POSITIVE] You're very welcome, [PII]. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Mhm you too bye bye.
[AGENT][NEUTRAL] Bye-bye.