AccountId: 011433970860
ContactId: 64c33bbd-a3ed-4847-bb54-ed1db1774a4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139190 ms
Total Talk Time (AGENT): 42183 ms
Total Talk Time (CUSTOMER): 62524 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/64c33bbd-a3ed-4847-bb54-ed1db1774a4f_20250407T13:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I just wanted to verify a patient's policy, please.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] And tell me when you say verify you're just checking eligibility dates?
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] OK, what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, phone number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, the policy number is GTA 6081815.
[AGENT][NEUTRAL] What's the name of the insurance company on the card?
[CUSTOMER][NEUTRAL] Um, we weren't given the card, we're just given the number and um the referral source, the hospital just sent us the phone number and the, and the policy number.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, that's not APL's policy number.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Do you have a social for the policyholder?
[CUSTOMER][NEUTRAL] Weird, they give us this, this number for it.
[CUSTOMER][NEUTRAL] Uh, I do, um,
[CUSTOMER][NEUTRAL] Actually sorry, let me double check.
[CUSTOMER][NEUTRAL] We have the last four digits. Do you need the full full social?
[AGENT][NEUTRAL] Yeah, we need the full social. What's the spelling of the first and last name, please?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] And what state does she reside?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm not showing as [PII]?
[CUSTOMER][NEUTRAL] Yeah, I guess we're given the wrong phone number then for this plan.
[AGENT][NEUTRAL] Uh-huh. What number did you dial?
[CUSTOMER][POSITIVE] OK, sorry about that.
[CUSTOMER][NEUTRAL] Um, we were given, uh, [PII].
[AGENT][NEUTRAL] Yeah, that's American Public Life, which is who you're speaking with, but I'm not showing [PII].
[CUSTOMER][POSITIVE] OK, well, thank you.
[AGENT][POSITIVE] All [PII]. Anything else I can help out with today?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] No, that's all. You have a good one.
[AGENT][POSITIVE] OK, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye.