AccountId: 011433970860
ContactId: 6d414a3b-39c2-470d-a970-bda1bbdee9a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365489 ms
Total Talk Time (AGENT): 86451 ms
Total Talk Time (CUSTOMER): 136764 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/6d414a3b-39c2-470d-a970-bda1bbdee9a8_20250122T13:13_UTC.wav
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[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You're
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], checking on eligibility.
[AGENT][NEUTRAL] I can help you, [PII]. Uh, what's the policy number?
[CUSTOMER][NEUTRAL] Yeah, give me one moment.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It's 000977957.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If you have to have more.
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] And now from my home that I just.
[CUSTOMER][NEUTRAL] I can.
[CUSTOMER][NEUTRAL] And the 3 months.
[CUSTOMER][NEUTRAL] It will.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, do you have a copy of the ID card, [PII], because that's not a policy number for APL.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well, this is American Public Life Insurance, right?
[AGENT][NEUTRAL] Yes, but that policy number is not one of our numbers. Do you have a copy of the card?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] No, I don't have. All right. So could you please check with the member date of birth or member name?
[AGENT][NEUTRAL] You spell the first and last name?
[CUSTOMER][NEUTRAL] The first name is [PII].
[CUSTOMER][NEUTRAL] And [PII] is the first name and the last name is [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And and that's the first name?
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] The first name, yes. The first name is [PII].
[AGENT][NEUTRAL] And does he have
[AGENT][NEUTRAL] OK, the first name is [PII] and the last name [PII] with [PII] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I have it. I just need to verify if it's the first name or not. So the, the name that starts with the [PII] is the first name?
[CUSTOMER][NEUTRAL] No, that is the second name. First name is [PII].
[AGENT][NEUTRAL] What is the last name?
[CUSTOMER][NEUTRAL] The last name is uh [PII], yeah, that's it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. So the CAR is the last name and [PII] is the first name?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] Is [PII] the middle name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It's a middle name.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm not finding anyone under that name.
[CUSTOMER][NEUTRAL] I could check with the date of birth?
[AGENT][NEUTRAL] We can't search by the date of birth either by the name or the complete social security number.
[CUSTOMER][NEUTRAL] But I don't have the social security number.
[AGENT][NEUTRAL] OK, and this person is not appearing in our system under the spelling of the name that you provided?
[AGENT][NEUTRAL] So you may want to obtain the medical ID card from the patient.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Are you calling on behalf of the provider's office?
[CUSTOMER][NEUTRAL] Yes, calling the provider office.
[AGENT][NEUTRAL] OK, so I've searched it by that name and I'm not pulling up anything under the name.
[CUSTOMER][NEUTRAL] Uh, well, is the date of birth is correct?
[AGENT][NEUTRAL] We cannot verify the date of birth until we pull up the name.
[CUSTOMER][NEUTRAL] All right. Give me one moment.
[CUSTOMER][NEUTRAL] And he's gonna open
[CUSTOMER][NEUTRAL] Yeah, what is that.
[CUSTOMER][NEUTRAL] I get a
[CUSTOMER][NEUTRAL] All right. Can I get the call reference number for this?
[AGENT][NEUTRAL] You'll use my name in today's date as reference. It's [PII]
[AGENT][NEUTRAL] And first initial last name is [PII] and any other questions I can help out with today, [PII]?
[CUSTOMER][NEUTRAL] No that
[AGENT][POSITIVE] All [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] like