AccountId: 011433970860
ContactId: 3ea36240-3fa0-4cf7-b2d7-f6fca584201d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187949 ms
Total Talk Time (AGENT): 80467 ms
Total Talk Time (CUSTOMER): 69162 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/3ea36240-3fa0-4cf7-b2d7-f6fca584201d_20241231T14:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good morning, [PII]. How are you doing today?
[AGENT][POSITIVE] I'm good. And yourself?
[CUSTOMER][POSITIVE] I'm great. I'm calling for um benefits and eligibility for one of our patients.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] OK, you need benefits and eligibility information, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with those things. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII], first initial and my last name is [PII], and I'm calling from All Island Dermatology.
[AGENT][NEUTRAL] OK, [PII], thank you. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] OK, the policy number is S as in Sam 1634422.
[AGENT][NEUTRAL] OK, um, now the S, that would indicate that it would not be an APO policy number.
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Sure. First name is [PII]. Last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so, spell the last name again for me and I can try and search by that, but that policy number is not correct for American Public Life.
[CUSTOMER][NEUTRAL] Uh DIP.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK just a moment.
[CUSTOMER][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, and I'm just gonna respell it one more time. [PII] Is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, yes, that's what we have.
[AGENT][NEUTRAL] OK, I am not locating anyone in our system by that name with American Public Life.
[CUSTOMER][NEUTRAL] OK, I'll call patient and see what they have, OK?
[AGENT][NEUTRAL] OK, and is, is there anything else at the moment that that I can help you with?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much and have a great day and happy [PII].
[AGENT][POSITIVE] Uh, well, yes, [PII], you too, and [PII] to you as well, and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.