AccountId: 011433970860
ContactId: 6d508857-3d3a-4789-bdc6-92af55ae1021
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159720 ms
Total Talk Time (AGENT): 58055 ms
Total Talk Time (CUSTOMER): 72419 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/6d508857-3d3a-4789-bdc6-92af55ae1021_20250311T20:02_UTC.wav
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[CUSTOMER][NEUTRAL] Uh, just tell them to say that.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I am calling from UNC Orthopedics and Sports Medicine at Eden in reference to a patient that um they said that they've got American public life insurance but they do not have a um card yet so I was trying to track down the member ID for that card.
[AGENT][POSITIVE] OK, well, I can definitely help you on with the member's policy. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that. And do you have the member's full social?
[CUSTOMER][NEUTRAL] Uh, I do not because it is her, um, it's her husband that's the subscriber for it. I've got his name and date of birth.
[AGENT][NEUTRAL] OK. What's the um husband's first and last name?
[CUSTOMER][NEUTRAL] Um, his name is [PII] Last name [PII], it's [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Got his like the patient we've got his wife's social but.
[AGENT][NEUTRAL] Oh no, I have it here. I'm just waiting for it to come up. Hold on one second.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, you're fine you're fine. I was just trying to give you all the information I could.
[AGENT][POSITIVE] No, you're good. Hold on one moment. I think I just found it.
[AGENT][NEUTRAL] What's the date of birth? Yep. Alright, and thank you so much for verifying his information. And then for the um wife or your patient, can you verify her name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And the policy number is 260.
[AGENT][NEUTRAL] 6541.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] And that's it.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.