AccountId: 011433970860
ContactId: 39d914ab-93b1-4d52-837c-17690b36cee0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144110 ms
Total Talk Time (AGENT): 48252 ms
Total Talk Time (CUSTOMER): 72943 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/39d914ab-93b1-4d52-837c-17690b36cee0_20250417T16:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling um from more about you incorporated calling to verify coverage for patient.
[AGENT][NEUTRAL] Sure we're just needing to check eligibility.
[CUSTOMER][NEUTRAL] We're just thinking. I was really
[CUSTOMER][NEUTRAL] Yes, and I also need claims, but first I need to see if they were sent to the right place.
[AGENT][NEUTRAL] Uh, sure, OK, yeah, I can check those claims as well. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, area code [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then, uh, did you have that policy number?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Um, I think this is it, it's 36 Y as in Yankee 0191053.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so no, that is not gonna be one of our policy numbers [PII], um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Do you maybe have their social
[CUSTOMER][NEUTRAL] I don't even think so. Oh my gosh.
[AGENT][NEUTRAL] That's OK. um, uh, the only other thing I can try is, uh, if you wouldn't mind spelling out their first and last name for me.
[CUSTOMER][NEUTRAL] Hi is uh.
[CUSTOMER][NEUTRAL] Yes, it's first name is [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do not have anyone with that name in our system.
[CUSTOMER][NEUTRAL] OK, I do not have anyone with that name in our system.
[CUSTOMER][POSITIVE] Oh my gosh, yeah, that's what she gave us.
[CUSTOMER][NEUTRAL] And this is American Public Life, correct?
[AGENT][NEUTRAL] Correct, yes, that's what I was gonna ask. I know a lot of these companies sound very similar.
[CUSTOMER][NEUTRAL] Correct, yes, that's what I was gonna ask. I know a lot of these companies sound very similar.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I'll wait for her to give me a call back.
[AGENT][NEUTRAL] Alright sorry I wasn't marking you to help.
[CUSTOMER][POSITIVE] No, you're fine, thank you so much.
[AGENT][POSITIVE] Uh, yeah, thanks for giving us a call. Have a great rest of your day.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thanks bye bye.