AccountId: 011433970860
ContactId: 30bb73f4-79e5-4ffb-bf8a-01c0eaef19fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146960 ms
Total Talk Time (AGENT): 51548 ms
Total Talk Time (CUSTOMER): 66441 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/30bb73f4-79e5-4ffb-bf8a-01c0eaef19fb_20250505T15:42_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, good morning, [PII]. My name is [PII], and I'm calling on behalf of Endoscopy Center of Columbus. I was calling to verify eligibility and benefits for an outpatient procedure.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure, telephone number [PII] policy number C as in Charles 11B BDA43.
[AGENT][NEUTRAL] OK, that might be their major insurance. Do you have their APL policy number?
[CUSTOMER][NEUTRAL] Um, that's the only number that the doctor's office has.
[AGENT][NEUTRAL] OK, do you have the members?
[CUSTOMER][NEGATIVE] I don't even have any.
[AGENT][NEUTRAL] Um, I can start with the full social, their first and last name.
[CUSTOMER][NEUTRAL] I have their social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] I'm just waiting for the policies to come up here. Hold on one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And what's the member's first and last name?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK, let me try with the name because nothing's coming up with the social.
[CUSTOMER][NEUTRAL] OK, um, does APL is APL for um American First Insurance Company?
[CUSTOMER][NEUTRAL] I might be calling the right number too, no.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] APL is American Public Life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK, makes sense. I think I have the wrong number.
[AGENT][NEUTRAL] OK, well, was there anything else I can help you with?
[CUSTOMER][POSITIVE] Like that's why it's not gonna come up in your system. No, that'll be all. Thank you so much for your time.
[AGENT][POSITIVE] All right. You're welcome. Well thanks for calling APL [PII]. Have a great week.
[CUSTOMER][POSITIVE] You too, you take care bye bye.
[AGENT][POSITIVE] Thank you bye bye.