AccountId: 011433970860
ContactId: 62fd3f50-30b4-402a-b955-9478b6a85dc7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264359 ms
Total Talk Time (AGENT): 73535 ms
Total Talk Time (CUSTOMER): 83446 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/62fd3f50-30b4-402a-b955-9478b6a85dc7_20250327T20:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, good afternoon, [PII]. My name is [PII] I'm just checking to see if the policy is active.
[AGENT][NEUTRAL] I can verify eligibility. May I have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 002543258.
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] um [PII].
[AGENT][NEUTRAL] OK, that did not come up one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that did not come up under that policy number. I'll do a name search one moment.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Is that JOBS?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah yes, yes.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And it is not coming up. Do you by chance have his social or a group number?
[CUSTOMER][NEUTRAL] Mm, let's see.
[CUSTOMER][NEUTRAL] No, I do not. Let me go back out.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I don't have a group number.
[CUSTOMER][NEUTRAL] It says it was verified.
[CUSTOMER][NEUTRAL] Excuse me, I'm just looking this up to see what they have.
[CUSTOMER][NEUTRAL] I don't have a group number. I just have that member ID number that you provided and it's under his mom name.
[AGENT][NEUTRAL] And what is her name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Actually his dad, [PII].
[CUSTOMER][NEUTRAL] Which is the same last name [PII]
[CUSTOMER][NEUTRAL] Let me see if I have the insurance card.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] I'm not pulling up a chain.
[AGENT][NEUTRAL] Let me see one more please.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Nope, that he's not there either.
[AGENT][NEUTRAL] I wanted to see if I could pull up a group for them. Maybe they have them listed maybe they're spelled differently, but I'm not finding anything with the name.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I think this could be a good number. I'm just gonna provide this just in case. I've never actually seen this one. It's I as in India, W B as in Bravo 0015.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is not our group number or policy number.
[CUSTOMER][NEUTRAL] Oh, yeah.
[AGENT][POSITIVE] Yes, ma'am. I do apologize. I able to pull him up.
[CUSTOMER][POSITIVE] All right, thank you. Oh, that's OK.
[CUSTOMER][NEUTRAL] Um, I'll just ask the mom to provide the phone number because they had just told us APL. Maybe he's one of your third party company or something.
[AGENT][NEUTRAL] OK, because he's not in our system and they could be something new that we have not got over into our system. I'm just not able to pull him up right now.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright thank you so much for your help.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.