AccountId: 011433970860
ContactId: 3a3f6f3c-dbf4-43bd-81e1-935d29009725
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230160 ms
Total Talk Time (AGENT): 53133 ms
Total Talk Time (CUSTOMER): 98828 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/3a3f6f3c-dbf4-43bd-81e1-935d29009725_20250325T19:35_UTC.wav
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[AGENT][POSITIVE] And thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I, I was just calling to verify benefits for a patient.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] I have 000C10013986.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have the um members social? I can look them up that way.
[CUSTOMER][NEUTRAL] Uh, no, let me see if I can find it somewhere else.
[AGENT][NEUTRAL] OK. I can also look them up by name and date of birth.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, her name is [PII] Last name is [PII], [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK. No one's coming up under that name and date of birth?
[CUSTOMER][NEUTRAL] OK, let's see I'm looking at her referral.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] The last four of her social is [PII].
[AGENT][NEUTRAL] Yeah, we would need the full social in order to pull her up in the system.
[CUSTOMER][NEUTRAL] Alright and then uh.
[CUSTOMER][NEUTRAL] Yeah, I have American Public Life Insurance.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And yeah that's the the insured number they have.
[AGENT][NEUTRAL] Yeah, normally our numbers begin with 01 or 02.
[AGENT][NEUTRAL] You know 6 to 7 digits.
[CUSTOMER][NEUTRAL] There are how many digits?
[AGENT][NEUTRAL] 6 to 7 digits.
[CUSTOMER][NEUTRAL] OK, what about [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yeah, nothing's coming up under that number either.
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] Uh, OK, thank you. Wait, wait, wait, I see, wait, make sure, let me just make sure I don't have something else in here like a copy of the card.
[AGENT][NEUTRAL] Is there any
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I, I do not let's see.
[CUSTOMER][NEUTRAL] OK, wait, I have her ID hold up.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What about
[CUSTOMER][NEUTRAL] Uh, the social, what about um [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] Yeah, no one's coming up under that social.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right, I thank you bye bye.
[AGENT][POSITIVE] OK. Thank you. Thank you for calling ATL Shannon. Have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Uh.