AccountId: 011433970860
ContactId: 4b223807-11af-45ba-acc5-4897f66d3eb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408480 ms
Total Talk Time (AGENT): 157091 ms
Total Talk Time (CUSTOMER): 137132 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/4b223807-11af-45ba-acc5-4897f66d3eb8_20250415T14:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. first and my last name is [PII]. I'm here to um um verify benefits, um, and eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], did you say that your first initial of the, your last name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and you're needing to verify eligibility and benefits for a member, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, yes, sir, I can help you with both of those things. Um, [PII], uh, what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] It's going to be [PII] and that's a direct line.
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] OK, it's going to be 60801 for the member ID.
[AGENT][NEUTRAL] OK, that's our, OK, that's our electronic payer ID.
[AGENT][NEUTRAL] That's not the policy, that's our electronic payer ID.
[CUSTOMER][NEUTRAL] Is there a way to, is there a way to, um, because this is what the patient gave me, she gave me a group number too.
[CUSTOMER][NEUTRAL] I can verify her in other ways.
[AGENT][NEUTRAL] Do you have her full social?
[CUSTOMER][NEUTRAL] Mm, give me one second while I look into the patient account to see if she provided that.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But she didn't provide you the ID card.
[CUSTOMER][NEGATIVE] That this is the member ID she gave me the group she gave me the group number, but I don't think that's enough.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] 259-62.
[AGENT][NEUTRAL] What's the last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Say that again.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So it's a double last name, is that correct?
[CUSTOMER][NEUTRAL] It's just one together, [PII]
[AGENT][NEUTRAL] OK, under 29562. Is that correct?
[CUSTOMER][NEUTRAL] And, and what?
[AGENT][NEUTRAL] The group number?
[CUSTOMER][NEUTRAL] Yes, 259-62.
[AGENT][NEUTRAL] OK, I don't see anyone listed by that name under that group number.
[CUSTOMER][NEUTRAL] I do have Social Security.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] OK, and so there is no one listed in our system under the social [PII].
[CUSTOMER][NEGATIVE] Nothing at all.
[AGENT][NEGATIVE] No, sir, nothing at all.
[CUSTOMER][NEUTRAL] This is American Public Life for like.
[AGENT][NEUTRAL] Under the name?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] OK, and this is like the gap insurance, correct?
[AGENT][NEUTRAL] But there's no one.
[AGENT][NEUTRAL] Mhm. But we don't have anyone showing by that name or under that group number or that social security number.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Even if you take like [PII] and you space them together like [PII] and [PII].
[AGENT][NEUTRAL] [PII] is the first initial of the last name. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir. There's no one by that name listed under this group, whether active or termed.
[CUSTOMER][NEUTRAL] OK. I'm going to call the patient.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And ask to see because she gave me all this information and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She says she has um APL but I guess.
[CUSTOMER][NEUTRAL] She, there must be some mistranslation, but sorry for the time.
[AGENT][NEUTRAL] Yeah. What was the first name again?
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] I don't see an employee by that name. Is she the employee?
[CUSTOMER][NEUTRAL] This is her husband.
[AGENT][NEUTRAL] And his name?
[CUSTOMER][NEUTRAL] gap.
[CUSTOMER][NEUTRAL] It should be.
[CUSTOMER][NEUTRAL] She doesn't have a list as a patient. She doesn't have him listed as an emergency contact. She's a relative.
[AGENT][NEUTRAL] OK. So, yes. So if that is her social, I wouldn't be able to find that under her social. I would have to have his, and his name may be different than hers, but the name that you're giving me, that last name, there is no one listed. So I would, yes, if she can't provide you the policy number that's on her ID card.
[AGENT][NEUTRAL] Then we would have to have, you know, who the subscriber is on the policy.
[AGENT][NEUTRAL] Cause it's, uh, he obviously has a different name, and you don't have his name, correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Correct, cause she's, she on her emergency contact, it's not listed, so I'll just I'll just give her a call back and tell her she can give me more information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, well, I'm so sorry, [PII], but I've searched every way that I can.
[AGENT][NEUTRAL] Um, to locate this member at this point.
[CUSTOMER][POSITIVE] I understand. Thank you so much though.
[AGENT][POSITIVE] Well, you're welcome. So can I help you with anything else?
[CUSTOMER][POSITIVE] That'll be all. Thank you so much.
[AGENT][POSITIVE] Well, you're welcome and thank you again for calling APL. I hope you have a very nice day.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye