AccountId: 011433970860
ContactId: 442a43ae-674c-44d7-bbd8-2363cf3fe2d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203839 ms
Total Talk Time (AGENT): 73151 ms
Total Talk Time (CUSTOMER): 66952 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/442a43ae-674c-44d7-bbd8-2363cf3fe2d4_20250327T19:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, hi, I'm calling for Doctor [PII]'s office. I need to go over benefits on a patient, please.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and policy number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII], and the policy number is 144981ML5.
[AGENT][POSITIVE] Thank you. [PII]. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEGATIVE] And I think I'm missing some numbers. The policy number is not pulling up.
[CUSTOMER][NEUTRAL] I, I'm thinking that the patient may be terminated. I need to confirm that it's 144981 ML5.
[AGENT][NEUTRAL] OK, let's do a name search.
[AGENT][NEUTRAL] OK, can I have the
[CUSTOMER][NEUTRAL] So the first name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would he be the subscriber or the policyholder?
[CUSTOMER][NEUTRAL] No, he's, uh, he's not the subscriber because he's young. He was born in [PII].
[AGENT][NEUTRAL] OK, I'm not
[CUSTOMER][NEUTRAL] Well, he, he's the dependent.
[AGENT][NEUTRAL] OK, who would be the policy holder?
[CUSTOMER][NEUTRAL] So it looks like maybe he's plan Germany.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] [PII] 92975.
[AGENT][POSITIVE] OK, thank you and thank you for verifying that one moment.
[AGENT][NEUTRAL] OK, there he is, and thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So the policy number is 01449481, and this plan turned on [PII] and there is no active policy on file.
[CUSTOMER][NEUTRAL] OK, so the one that you just gave me 01449481 has terminated?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so patient doesn't have a gap plan anymore with APL. OK, thank you. May I have a reference? Yes, may I have a reference number, please? Thank you.
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] It will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Alright great thank you.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Welcome bye.