AccountId: 011433970860
ContactId: 72173e58-763f-42a3-9dc3-b7d79c5c7fbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304519 ms
Total Talk Time (AGENT): 101505 ms
Total Talk Time (CUSTOMER): 113339 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/72173e58-763f-42a3-9dc3-b7d79c5c7fbd_20250325T18:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, uh, hello, sorry for that. I was on mute. Uh, hi, my name is [PII] and I'm calling from GI Diagnostic and Therapeutic Center.
[CUSTOMER][NEUTRAL] To check on our patient's eligibility and benefits, and could you please help me with that?
[AGENT][POSITIVE] Sure, I can assist you with eligibility and benefits, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. My callback number will be.
[CUSTOMER][NEUTRAL] [PII] and it's a direct line?
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. The patient policy number is 204468025.
[AGENT][NEUTRAL] OK, that's too many numbers to be one of our policy numbers. Do you see, uh, do you have the card? It should be a 0 followed by 7 digits only, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] Let me check for the
[CUSTOMER][NEUTRAL] So can we uh proceed with the patient's name and date of birth?
[AGENT][NEUTRAL] I need the policy number.
[AGENT][NEUTRAL] Do you have it or you don't?
[CUSTOMER][NEUTRAL] Yeah, give me a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Actually the number which I gave you was in my file.
[CUSTOMER][NEUTRAL] I don't have any other number other than this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me repeat it back to you. I probably get it wrong or something like that because it's too long. I got 204468-02.
[CUSTOMER][NEUTRAL] 5.
[AGENT][NEGATIVE] Yeah, it's, it's still too long. The 5 doesn't even get in there because it's too long. OK. Um, let me have the spelling of the last name.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah, I can give you that. The patient's spelling of the last name is [PII].
[AGENT][NEUTRAL] OK, and the spelling of the first name?
[CUSTOMER][NEUTRAL] It's [PII]. It's spelled as [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] I don't have a [PII] in our system.
[CUSTOMER][NEUTRAL] Oh my God. What.
[AGENT][NEUTRAL] Is she supposed to be with ATL American Public Life, or is it a different um insurance company?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, give me a second.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So it's.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's loading. Give me a second, please, sir. I'm with you.
[AGENT][POSITIVE] OK, sure, yeah. Mhm, take your time.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, it's, thank you so much for your uh patience.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] As in my file, it says it's like multiplan ATTN.
[AGENT][NEUTRAL] Oh, OK. Yeah. We're not multi-plan. um, we're American Public Life. Do you have the number to multiplan?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, let me give you that number. One moment.
[CUSTOMER][POSITIVE] Thank, thank you so much.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the number 2 multi plan is, OK, [PII].
[CUSTOMER][POSITIVE] Thank you so much for your kind information. I'll repeat it. It's 1-800457-1403. Am I right?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] That is correct, Mr. [PII]. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that's all from my side. Thank you so much for your assistance.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] Yeah, you too. Have a great day. Take care of yourself. Bye-bye.
[AGENT][POSITIVE] Thank you. You too. Bye bye.