AccountId: 011433970860
ContactId: 689551c2-9910-4110-b14b-a3891eb96cad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 456269 ms
Total Talk Time (AGENT): 122159 ms
Total Talk Time (CUSTOMER): 215626 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/689551c2-9910-4110-b14b-a3891eb96cad_20250422T20:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is um [PII]. I'm trying to um verify uh benefits.
[AGENT][NEUTRAL] OK, is this for you or for a patient?
[CUSTOMER][NEUTRAL] Oh, for me.
[AGENT][NEUTRAL] OK. May I have your social?
[CUSTOMER][NEUTRAL] Because I'm not there.
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] OK, I apologize, could you repeat that for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I'm pulling that information up for you.
[AGENT][NEUTRAL] And could you verify your date of birth for me?
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] And I do have to verify the mailing address that is listed on file.
[CUSTOMER][NEUTRAL] Yes, um, [PII].
[AGENT][NEUTRAL] OK, and it does look like we have an email address. Could you verify that for me please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And may I please have a callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And thank you so much [PII] for verifying your policy. How may I assist you?
[CUSTOMER][NEGATIVE] OK, so I'm at the doctor's office and um they keep calling and calling and, and um I don't know somebody keep telling them my policy is not active. I'm not understanding what's going on.
[AGENT][NEUTRAL] OK, I'm seeing that you have an active policy with us.
[AGENT][NEUTRAL] Are they calling the correct number?
[CUSTOMER][NEUTRAL] Yeah, OK, so, uh.
[CUSTOMER][NEUTRAL] Yeah they're calling the correct number. Uh, they're saying they're talking to somebody, um.
[CUSTOMER][NEUTRAL] Uh, called [PII], and she's saying, um.
[CUSTOMER][NEUTRAL] I have like a secondary policy. I have, uh, when you first policy paid then said I'm not, uh, understanding nothing that's going on.
[AGENT][NEUTRAL] OK. I'm not sure of uh [PII].
[AGENT][NEUTRAL] So they could be contacting.
[AGENT][NEUTRAL] Web TPA but that has nothing to do with this.
[CUSTOMER][NEUTRAL] OK, so they, oh, so they contact, but, um, I got the number and I gave them the, the, the, um, the number and they call and they said they talked to uh [PII].
[CUSTOMER][NEUTRAL] And she's saying the policy is not active.
[AGENT][NEUTRAL] No, I'm seeing that your policy is active.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEGATIVE] OK, so, um, I'm not understanding because um right now I'm having to pay out of pocket.
[CUSTOMER][NEUTRAL] Because um we've been going through.
[AGENT][NEUTRAL] OK. I don't have a problem with speaking with them, but they haven't spoken with anyone at this office.
[AGENT][NEUTRAL] Cause we have no Haley that works here.
[CUSTOMER][NEUTRAL] Give
[CUSTOMER][NEUTRAL] OK, um, what, what office is this? Because, um.
[AGENT][NEUTRAL] This is American Public Life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can you, can you give me a number again, please?
[AGENT][NEUTRAL] Which number?
[CUSTOMER][NEUTRAL] The number that they need to call to verify that my insurance is active.
[AGENT][NEUTRAL] Yes, that number is [PII].
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEGATIVE] Cause they cause they call this same number that I'm calling you on, and they keep getting somebody telling them the policy is not active.
[AGENT][NEUTRAL] OK, so which number are you calling?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Yes, that's this number and we have no [PII] that works here.
[CUSTOMER][NEUTRAL] times
[CUSTOMER][NEUTRAL] They don't have no [PII] work there.
[CUSTOMER][NEUTRAL] So I'm not understanding because the person who was um yeah.
[CUSTOMER][NEUTRAL] The person who is uh verifying the uh the insurance is saying they keep calling and they're getting a, a Hailey.
[CUSTOMER][NEGATIVE] And they're telling me I only have like a secondary um insurance like I don't that I'm not getting it. I won't pay until the first insurance pay out whatever they're saying.
[AGENT][NEUTRAL] No, I do apologize if they received any misinformation, but you do not have a supplemental policy with us.
[CUSTOMER][NEUTRAL] Who is that?
[CUSTOMER][NEUTRAL] Um, what's your name?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Yeah, yeah, see, I'm calling this it's the same number.
[AGENT][NEUTRAL] I mean, are you needing for me to verify your benefits with you or what information are you needing for me to give you over the phone?
[CUSTOMER][NEUTRAL] Uh, so I don't know, I don't know what's going on.
[CUSTOMER][NEUTRAL] If if the insurance actives say [PII] at [PII].
[AGENT][NEUTRAL] Yes, the policy is active with the effective date of [PII].
[CUSTOMER][NEUTRAL] [PII] and what policy number do you have?
[AGENT][NEUTRAL] The policy number is 02.
[CUSTOMER][NEUTRAL] What was that? I'm sorry. Excuse me, I'm sorry, I can't hear you. What was that?
[AGENT][NEUTRAL] 56.
[AGENT][NEUTRAL] It is
[AGENT][NEUTRAL] It is 02.
[CUSTOMER][NEUTRAL] There you go, so we'll see you here.
[AGENT][NEUTRAL] 56
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] 6898.
[CUSTOMER][NEUTRAL] Let me take a reference number for the call that was the name. Can I get a reference number please?
[AGENT][NEUTRAL] Yes, the call reference will be my first name [PII], that is spelled T E.
[AGENT][NEUTRAL] R R
[AGENT][NEUTRAL] E K
[AGENT][NEUTRAL] I with the last initial of [PII] in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] OK, thank you so much for calling American Public Life, Del, have a great day.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome. Bye.