AccountId: 011433970860
ContactId: 472797f4-f76a-4bb3-9f0b-e66c2325be17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253869 ms
Total Talk Time (AGENT): 83508 ms
Total Talk Time (CUSTOMER): 103832 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/472797f4-f76a-4bb3-9f0b-e66c2325be17_20250522T14:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah. I'm trying to find out what type of coverage this patient have with you all.
[AGENT][NEUTRAL] OK, I could take a look at that policy and see what um what kind of coverage that is. Um, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I hope it's with you all. It's Thomas Charlie 4551437.
[AGENT][NEUTRAL] OK, no, ma'am, that is not gonna be one of our policy numbers. Um, do you have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Give me a second, let me go somewhere else, uh.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Date of birth
[CUSTOMER][NEUTRAL] Why they don't have it that comes social.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Try [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, and what was the name for this number?
[CUSTOMER][NEUTRAL] The name is [PII].
[AGENT][NEUTRAL] OK, so I did not get a result with that social, um, the only other way I can check, [PII] is, uh, if you would mind spelling out the first and last name for me.
[CUSTOMER][NEUTRAL] OK. The first name is [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause it's saying American public life.
[AGENT][NEUTRAL] That's us. I'm not seeing anyone with that name in our system.
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] That first name, I'm sorry, that first name was spelled, that was [PII]
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, yeah, I don't have anyone with that name in our system.
[CUSTOMER][NEUTRAL] Cause someone said they verified with at this number that the patient had coverage.
[AGENT][NEGATIVE] Um, I again, I don't see anyone with that name in our system. I didn't get a result with that social and uh that policy number you gave me is not one of ours.
[CUSTOMER][NEUTRAL] OK, so it's not your policy number.
[CUSTOMER][NEUTRAL] Can't find patient by social.
[CUSTOMER][NEUTRAL] Or [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So, I am going to send this to the patient.
[AGENT][POSITIVE] All right. Sorry about that.
[CUSTOMER][NEGATIVE] They should not now. OK.
[CUSTOMER][POSITIVE] That's OK, baby. I appreciate your help. Do you have a reference number?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] It would be my first name, last initial, and today's date. And so my name is spelled [PII] Last [PII] is [PII] Was there anything else I could help you with on that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's the only one, so I know what I'm gonna do with this one cause I've been trying to get through to somebody.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Sure, I'm sorry there one more I could do to help.
[CUSTOMER][NEGATIVE] Because claim department did not return phone calls.
[AGENT][POSITIVE] Oh goodness, I'm sorry. Uh-huh. You too. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] OK, I appreciate it, [PII]. You have a good day.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Bye-bye.