AccountId: 011433970860
ContactId: 563fce20-8273-44c7-afa8-48cd9ae318b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202479 ms
Total Talk Time (AGENT): 37132 ms
Total Talk Time (CUSTOMER): 124179 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/563fce20-8273-44c7-afa8-48cd9ae318b0_20250218T16:34_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, hello, my name is [PII]. I'm calling from Next Level urgent care. I just wanted some information about a patient's eligibility status.
[AGENT][POSITIVE] I'll be happy to assist with eligibility. Can you repeat your first name for me?
[CUSTOMER][NEUTRAL] Uh, sure, it's [PII].
[CUSTOMER][NEUTRAL] And last name initial [PII]
[AGENT][POSITIVE] And so if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure, callback number would be.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], no extensions.
[AGENT][NEUTRAL] And what did
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] OK, policy number is 683.
[CUSTOMER][NEUTRAL] 985.
[CUSTOMER][NEUTRAL] 111.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have a social?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, so I don't have social security number. However, so what was the issue with this patient is that I called like 2 weeks ago and you told me the same that the patient is not um cannot be found on the system and then the patient has provided me with some information and he states that the issue that you guys have have had is now resolved and I have like the plain name which is Paramount.
[CUSTOMER][NEUTRAL] And I have the group ID.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] Is uh [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Last name?
[CUSTOMER][NEUTRAL] Last name is [PII]
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What's key.
[CUSTOMER][NEUTRAL] Uh, I mean [PII] sorry.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's [PII]. Yes.
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEGATIVE] And also this patient uh says that one issue to know they spell my last name wrong and they have called to update it.
[AGENT][NEUTRAL] OK, because I don't see anything in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Maybe it's another like plan or I don't know.
[AGENT][NEUTRAL] It may be a different company because that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] OK, um, and you guys should be from public American Public Life, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Mm no, that was all thank you a reference number if you have.
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] OK, thank you so much have a nice day.
[AGENT][POSITIVE] Thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] Bye.