AccountId: 011433970860
ContactId: 67ee9b4d-f592-460c-87f9-7a17c91191ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112529 ms
Total Talk Time (AGENT): 55209 ms
Total Talk Time (CUSTOMER): 48648 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/67ee9b4d-f592-460c-87f9-7a17c91191ae_20250121T14:03_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I'm calling from a facility and I just need to verify eligibility please.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you [PII] and a callback number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Option 3.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That is 5 consecutive zeros, 7,851,960.
[AGENT][NEUTRAL] That's not gonna be our policy number. With that 5 consecutive zeros, could that be for um Transamerica or American Republic?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That I don't know. I don't have an insurance card for the patient.
[AGENT][NEUTRAL] It kind of sounds like it was uh.
[CUSTOMER][NEUTRAL] So I'm just kind of calling around.
[AGENT][NEUTRAL] Yeah, it sounds like American Republic, but let me just check my name to verify that they don't have coverage with us. What's the last name?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] First name [PII].
[AGENT][NEUTRAL] What state is [PII] in?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I got some [PII]'s but none in [PII]. I would try um is, is, is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One of those
[CUSTOMER][NEUTRAL] Like I said, I, I have, yeah, I don't know. I don't have an insurance card. This is all the doctor's office gave me, so I will.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Well, that's just lovely.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][POSITIVE] I know. Well, I will try another group. Thank you.
[AGENT][POSITIVE] My pleasure to assist you, [PII]. Thank you for calling APL. Have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Bye bye.