AccountId: 011433970860
ContactId: 753323ce-16aa-4e34-a824-bc319c5492d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329019 ms
Total Talk Time (AGENT): 114054 ms
Total Talk Time (CUSTOMER): 111184 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/753323ce-16aa-4e34-a824-bc319c5492d9_20250401T12:46_UTC.wav
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[AGENT][NEUTRAL] UPL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from facility. I'd like to see patients eligibility.
[AGENT][NEUTRAL] OK. Did you say your name is [PII]?
[CUSTOMER][POSITIVE] And benefits for office.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're checking eligibility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, if I can get the policy number and I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, the policy ID is D as in Delta 420.
[CUSTOMER][NEUTRAL] 26474
[AGENT][NEUTRAL] What's a good phone number in case we're just.
[CUSTOMER][NEUTRAL] And the callback number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, I can barely hear you. Could you repeat that? You sound very muffled. Could you repeat the phone number?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and everything else is correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, on the ID card that you have, is there a policy er number that begins with a 0?
[CUSTOMER][POSITIVE] What like you have, I'm so sorry.
[AGENT][NEUTRAL] The D number that you provided is not the policy number for APL, so I'm asking if you have a copy of the ID card, is there a policy certificate number on the card as well?
[AGENT][NEUTRAL] It usually starts with a 0.
[CUSTOMER][NEUTRAL] Yeah, just give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I, I have ID card here.
[CUSTOMER][NEUTRAL] Yeah, it's [PII] as in Delta 42026474. I have this number here.
[AGENT][NEUTRAL] Spell the patient's first and last name, please?
[CUSTOMER][NEUTRAL] Yeah, the patient's first name is [PII]
[CUSTOMER][NEUTRAL] And the last name is [PII].
[AGENT][NEUTRAL] Spell the last name please.
[CUSTOMER][NEUTRAL] [PII], and the last name is [PII] as in.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so is the last name [PII] or is it just [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So he has two last names?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And spell the first name for me again. I have [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK. Is that [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what state does the patient reside?
[CUSTOMER][NEUTRAL] You want the date of service?
[AGENT][NEUTRAL] What state? Where do they live? What state?
[CUSTOMER][NEUTRAL] Yeah, the state is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What phone number did you dial, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, so the phone number that you call uh dialed is for 90 Degrees, which is a different company. Um, I can get you transferred to that location and just so you know, the option is option one, appears that you may have you may have hit option two, which brought you to American Public Life.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So select option one when dialing that number and I can go ahead and get you transferred if you would like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, sure, and before that, may I get a contact number? Is that contact number is correct?
[AGENT][NEUTRAL] The one that you gave me [PII], that's for 90 Degrees, which is a different company.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that's option one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, anything else before we transfer you, [PII]?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day, one moment.
[CUSTOMER][POSITIVE] Thank you for calling IMA and thank you for calling.