AccountId: 011433970860
ContactId: 7262070f-395f-49eb-9340-ce0d86d47c7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200770 ms
Total Talk Time (AGENT): 91876 ms
Total Talk Time (CUSTOMER): 54153 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/7262070f-395f-49eb-9340-ce0d86d47c7f_20250224T15:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hi, I'm calling from a uh physical therapy office and I need to verify a member's eligibility and benefits.
[AGENT][NEUTRAL] OK, you're needing to verify eligibility and benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can help you with those things. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][POSITIVE] Thank you. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] It's 950046.
[CUSTOMER][NEUTRAL] 1357.
[AGENT][NEUTRAL] OK, now, thank you, but [PII], that is not a policy number for American Public Life.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] What company were you trying to reach?
[CUSTOMER][NEUTRAL] American public life.
[AGENT][NEUTRAL] OK, so on the member's ID card that there should be a a different number for our company. I don't know whose policy number that is, but that is not for our company.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Do you have any other information to try and look up the number?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you have the subscriber's full social, [PII]?
[CUSTOMER][NEUTRAL] I'm looking to see if it's on here. I'm just looking at his.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] The referral that we got for his treatment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No there is nothing else on here.
[AGENT][NEUTRAL] No, I can try and search by the name, [PII], but if it's a real common name, we may have some difficulty since you don't have any other information, but I'll be happy to try that. What is the patient's last name?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so one moment please.
[AGENT][NEUTRAL] It's gonna take a few moments to search by the name.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, so in our system, [PII], I'm not locating a [PII].
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] As having a policy with us unless his name could possibly, you know, be listed some other way.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't have a [PII].
[CUSTOMER][POSITIVE] OK, well I'll give the patient a call and figure that out then thank you so much.
[AGENT][POSITIVE] OK. Well, you are certainly welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, not today.
[AGENT][POSITIVE] OK. Well then, thank you very much for calling [PII] and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye-bye.