AccountId: 011433970860
ContactId: 6a61a20b-236c-4b3d-b970-1e01cccdeca6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188979 ms
Total Talk Time (AGENT): 62939 ms
Total Talk Time (CUSTOMER): 82830 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/6a61a20b-236c-4b3d-b970-1e01cccdeca6_20250102T16:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, hello. Good morning. My name is [PII]. I'm calling you from the Skin People Dermatology, and the reason of my call today is because we have one mutual patient that I just want to confirm some benefit for specialist office visit.
[AGENT][NEUTRAL] OK, I can help you, [PII]. And did you say that this service is being done in an offices in an office physician's office?
[CUSTOMER][NEUTRAL] Now, this is the, the dermatologist's office, the skin people dermatology.
[AGENT][NEUTRAL] So a specialist, specialist office.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. What's the policy number, [PII]?
[CUSTOMER][NEUTRAL] I do not have the policy number. I just have the patient's information and the member ID of the insurance.
[AGENT][NEUTRAL] What is the member ID?
[CUSTOMER][NEUTRAL] The member ID is 6670025572.
[AGENT][NEUTRAL] Spell the patient's first and last name please?
[CUSTOMER][NEUTRAL] Patient's first name is [PII] Last uh last name is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I apologize, [PII].
[AGENT][NEUTRAL] OK, OK.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, my apologies about that.
[AGENT][NEUTRAL] So is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] Uh, the last name is [PII].
[AGENT][NEUTRAL] OK, OK, just confirming.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And see.
[AGENT][NEUTRAL] Now did you, is that information that you just gave me on an ID card?
[CUSTOMER][NEUTRAL] Yes, with the, with the card.
[AGENT][NEUTRAL] And what's the name of the insurance company on the card?
[CUSTOMER][NEUTRAL] Philadelphia American Life CH New Urban Life Insurance Company.
[AGENT][NEUTRAL] OK, so you're speaking with American Public Life, so I think you may have the wrong insurance company.
[CUSTOMER][NEUTRAL] Um, is there a direct line that I can call them and confirm?
[AGENT][NEUTRAL] I have no information regarding the insurance company on the card that you have.
[AGENT][NEUTRAL] You're speaking with American Public Life.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Is our phone number on that card?
[CUSTOMER][NEUTRAL] Mm, no.
[AGENT][NEUTRAL] What number did you dial?
[CUSTOMER][NEUTRAL] That uh one that I just look up right here on on the web.
[AGENT][NEUTRAL] Oh, you looked it up on the website, so it's not on the ID card.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] So let me try it again, OK? Let me confirm and verify.
[AGENT][NEUTRAL] OK. All right, [PII]. Anything else I can help out with today?
[CUSTOMER][NEUTRAL] Uh, no means, that's all.
[AGENT][POSITIVE] Alrighty well thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Have a good one too bye bye.
[AGENT][NEUTRAL] Bye bye.