AccountId: 011433970860
ContactId: 4549fe61-79dc-407a-9d87-a9fceafba2cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307589 ms
Total Talk Time (AGENT): 81469 ms
Total Talk Time (CUSTOMER): 146857 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/4549fe61-79dc-407a-9d87-a9fceafba2cb_20250417T15:20_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] Hi, good morning, [PII]. Um, my name is [PII]. I'm calling from a provider's office to see if um this patient's, uh, secondary insurance covers her for an ultrasound done here at the office.
[AGENT][NEUTRAL] I'll be happy to verify benefits, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure, policy number is 02544961.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure, callback number is [PII].
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII], and then her last name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Let me go back and make sure. I have 02544961.
[CUSTOMER][POSITIVE] Correct, mhm.
[AGENT][NEUTRAL] OK. It did not come up under.
[AGENT][NEUTRAL] This policy. Is she a dependent?
[CUSTOMER][NEUTRAL] Yes, uh, she has a primary insurance and then a secondary insurance as well, but she has another last name. I don't know if you want me to give you her second last name.
[AGENT][NEUTRAL] OK, because she did not pull up under this one, and the date of birth does not match. Can you spell the name and I'll do a name search?
[CUSTOMER][NEUTRAL] Sure. First name is [PII].
[CUSTOMER][NEUTRAL] Her last name is [PII].
[CUSTOMER][NEUTRAL] [PII], and then she has a second last name of [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, let me get this pulled up.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] What are they done?
[CUSTOMER][NEUTRAL] of it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] the patient called me and 2 people.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The the.
[AGENT][NEUTRAL] And the date of birth is [PII].
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] I'm not pulling her up. Do you by chance have her social or group number?
[CUSTOMER][NEUTRAL] Let me see if I can get you her social.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Social security number is [PII].
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] That did not pull up either.
[CUSTOMER][NEUTRAL] I guess
[AGENT][NEUTRAL] Let me see if there was a past policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So my phone is no problem.
[CUSTOMER][NEUTRAL] I was
[AGENT][NEUTRAL] Nope, she was not there. I was trying to verify maybe she was a dependent on this plan, but there's no one on this plan and she is not listed on this policy.
[CUSTOMER][NEUTRAL] They don't know
[CUSTOMER][NEUTRAL] OK, it's not a problem, [PII]. Can I get a reference number for this call so I can let the patient know?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII]. Last initial is [PII] along with today's date. [PII], is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][POSITIVE] No, that'll be all thank you so much for your help.
[AGENT][POSITIVE] You're so welcome, and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Likewise you too bye bye.