AccountId: 011433970860
ContactId: 5cbdf6ee-9ba1-412a-9b76-8a66a9548c80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106470 ms
Total Talk Time (AGENT): 42389 ms
Total Talk Time (CUSTOMER): 49898 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/5cbdf6ee-9ba1-412a-9b76-8a66a9548c80_20250513T17:43_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. How may I assist you?
[CUSTOMER][NEUTRAL] Hi I was calling um I had a patient scheduled at our facility with this insurance and I was just needing to check eligibility and prior authorization requirements.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility and authorization and may I have um a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][POSITIVE] Thank you. And I'm sorry, can I get your name?
[CUSTOMER][NEUTRAL] Um, my name is [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII]. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is A F L M F E A 684.
[CUSTOMER][NEUTRAL] Oops.
[CUSTOMER][NEUTRAL] 049021.
[AGENT][NEUTRAL] OK, Ms. [PII], that's not our policy number. And do you have the copy of the card?
[CUSTOMER][NEUTRAL] I do. I just don't have um the back of the card, but on the front it says American Financial Security Life Insurance Company.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, that's not us. We're American Public Life Insurance.
[CUSTOMER][POSITIVE] Oh, OK, I'm so sorry. I apologize.
[AGENT][NEUTRAL] Mhm. It's OK. No problem. Is there anything else I'm gonna help you with today, Ms. [PII]? You have any other numbers that you need to check on?
[CUSTOMER][NEUTRAL] Um, no, no, ma'am, that was it.
[AGENT][POSITIVE] Alright, well thank you for calling ATL. You have a good day, [PII].
[CUSTOMER][POSITIVE] You too thank you.