AccountId: 011433970860
ContactId: 6983475c-8551-4bf8-a9bd-077ca0bd60ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269250 ms
Total Talk Time (AGENT): 47959 ms
Total Talk Time (CUSTOMER): 87040 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/6983475c-8551-4bf8-a9bd-077ca0bd60ee_20250603T15:35_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] Hi, my name is [PII]. I'm sorry, I didn't get your name. What was your name?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling to verify benefits for a patient.
[AGENT][NEUTRAL] Are you the provider?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Yes, callback number is [PII].
[CUSTOMER][NEUTRAL] And then the policy number is, yes, 60801.
[AGENT][NEUTRAL] Policy?
[AGENT][NEUTRAL] OK, that's not the policy number that is our electronic payer ID.
[CUSTOMER][NEUTRAL] OK, let me just check to see if I could get the policy number because.
[CUSTOMER][NEUTRAL] Uh, that's what we were given, one moment.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, what is, what would the, uh, member ID number start with if they're just to, to be sure that I have the correct one.
[AGENT][NEUTRAL] If looking on the card, it would be the outpatient benefit certification number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Let me just see because they didn't save anything they didn't, yeah, they didn't provide the correct information. I'm so sorry. I'll go ahead and contact the patient to be able to get that member ID because I just have what they gave me and uh apparently they gave the wrong information. Thank you so much. I'm so sorry.
[AGENT][NEUTRAL] OK. May I please
[AGENT][NEUTRAL] I can try to pull it up by the name if you would like to give that to me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, um I have [PII]
[CUSTOMER][NEUTRAL] And then the last name is [PII] and then the date of birth is [PII].
[AGENT][NEUTRAL] And for the last name, they're separated and hyphened or.
[CUSTOMER][NEUTRAL] It's separated.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's [PII]?
[CUSTOMER][NEUTRAL] Um, it's [PII], yeah.
[AGENT][POSITIVE] Oh BA. Thank you.
[AGENT][NEUTRAL] OK, I'm not finding a member in our system by that name.
[CUSTOMER][NEUTRAL] OK, that's fine. I'll go ahead and and make a note of it here because they didn't give the correct information.
[AGENT][POSITIVE] OK, and I do apologize that I wasn't able to assist you, but I do wanna thank you so much for calling American Public Life, [PII]. You have a great great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you bye.