AccountId: 011433970860
ContactId: 516ab515-557f-4a82-9e9a-8b0b9ec86088
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199979 ms
Total Talk Time (AGENT): 77317 ms
Total Talk Time (CUSTOMER): 86204 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/516ab515-557f-4a82-9e9a-8b0b9ec86088_20250331T17:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I needed to verify if this insurance is active and whether authorization is required for an outpatient surgery for this patient.
[AGENT][NEUTRAL] Sure, I can check eligibility and if authorization is required uh what was your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is 8 683-546-249.
[AGENT][NEUTRAL] OK, that's going to be a bit too long to be one of our policy numbers [PII]. Uh, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEGATIVE] Oh, that's not the right policy number, you mean?
[AGENT][NEUTRAL] No, that's gonna be too long to be one of ours.
[CUSTOMER][NEUTRAL] OK. Let me check. Hold on one minute.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I, we don't ask for the social. We have only the last 4 of the socialist that can help. Give me one.
[AGENT][NEUTRAL] OK, and I would need the full social, um, otherwise, uh, we can try searching their name if you wouldn't mind spelling out their first and last name for me, I could try that way.
[CUSTOMER][NEUTRAL] OK. The first name is [PII] Last name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK all right thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, just to confirm that last name was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I don't have anyone with that name in our system, if at all.
[CUSTOMER][NEUTRAL] OK. And date of birth of [PII]. No?
[AGENT][NEUTRAL] No, I don't have anyone with that name in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, let me write, cannot.
[AGENT][NEUTRAL] Just because this does uh happen quite a bit um were you meaning to call American Public Life? I know there are a few other companies that similar names to ours.
[CUSTOMER][NEUTRAL] No, this is American Public Life Insurance.
[AGENT][NEUTRAL] OK, that is us, yeah.
[CUSTOMER][NEUTRAL] Name or and.
[CUSTOMER][NEUTRAL] I, OK. OK. That's, and can I get your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh what's your last name initial?
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] And do we have a call reference number for this call?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Was there anything else I could help you with at all?
[CUSTOMER][POSITIVE] Uh, no, that's all I needed. Thank you. Thank you so much.
[AGENT][POSITIVE] All right yeah thanks for giving us a call have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.