AccountId: 011433970860
ContactId: 64d15689-e5d4-474f-9eee-1503c36a2e79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215080 ms
Total Talk Time (AGENT): 72638 ms
Total Talk Time (CUSTOMER): 110789 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/64d15689-e5d4-474f-9eee-1503c36a2e79_20250305T14:25_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APO. This is.
[CUSTOMER][NEUTRAL] I didn't hear you. Um, I'm calling from [PII]. Is this American Public?
[AGENT][NEUTRAL] This is American Public Life.
[CUSTOMER][NEUTRAL] OK, thank you so much. OK, um, I'm calling from [PII]. I do have a provider on the back line. She's just trying to get information about a plan. Um, is this something that I could give you the policy number for so you can assist her?
[AGENT][NEUTRAL] Sure. What is the policy number?
[CUSTOMER][POSITIVE] No worries. It is um 500.
[CUSTOMER][NEUTRAL] 2569963
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] My name is [PII], ma'am. It's [PII]
[AGENT][NEUTRAL] Thank you [PII] and who's the member the provider that's on the phone?
[CUSTOMER][NEUTRAL] Um, I have [PII]. Her name is just [PII]. Um, she did give me her her, um, tax ID. I did verify them. The provider is out of network. Um, I can give you the tax ID as well.
[AGENT][NEUTRAL] I need the member's name and date of birth.
[CUSTOMER][NEUTRAL] OK, the member's full name is [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and she's calling to verify benefits and eligibility.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You can send her over and I'll be able to assist tomorrow. Thank you and have a good day.
[CUSTOMER][POSITIVE] Thank you you as well bye bye.
[CUSTOMER][NEUTRAL] Send you over to [PII].
[AGENT][NEUTRAL] Hello [PII]. My name is [PII]. I'll be assisting you today. You're calling to verify benefits and eligibility for [PII].
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEGATIVE] Oh my gosh, you are cutting out. um, can you repeat that?
[AGENT][NEUTRAL] My name is [PII] and I'll be assisting you today. You're calling to verify benefits for [PII].
[CUSTOMER][NEUTRAL] And when I do my
[CUSTOMER][NEUTRAL] Yes, um, I understand it's she has a PPO and does she have out of network benefits?
[AGENT][NEUTRAL] Yes, the policy is a Carrington Network. However, she do not have to utilize the Carrington network provider because the policy is a PPO. Would you like for me to send you a dental schedule by fax?
[CUSTOMER][POSITIVE] Oh good that in the bronchitis.
[CUSTOMER][NEUTRAL] Right now it's a little bit.
[CUSTOMER][NEGATIVE] I'm again you're cutting out. I I'm only getting every other word.
[CUSTOMER][NEUTRAL] Once you get to a stage of.
[AGENT][NEUTRAL] So I'm not sure what I'm not sure what's the issue with the phone, however, I'm doing the best that I can, so I'm not sure if you're able to hear me clearer now.
[CUSTOMER][NEUTRAL] Right, yeah.
[CUSTOMER][NEUTRAL] I know I know you are I know.
[AGENT][NEUTRAL] Would you like for me to send you a fax back of the benefits, [PII]?
[CUSTOMER][NEUTRAL] Uh, could, uh.
[CUSTOMER][NEUTRAL] Something all I heard was the word benefits. Would you like me to?
[AGENT][NEUTRAL] Would you like for me to send you a fax back of the benefits?
[CUSTOMER][POSITIVE] Send send me a fax, that would be lovely.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And so, what is your callback number?
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] She needs this.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] So let me hang up and see if I can call you back to see if the phone will sound a little better.
[CUSTOMER][POSITIVE] That would be great.
[AGENT][POSITIVE] Thank you. Bye.
[CUSTOMER][NEUTRAL] Oh