AccountId: 011433970860
ContactId: 761cc9a8-ecd8-4752-9087-b1c6a1931376
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250380 ms
Total Talk Time (AGENT): 81571 ms
Total Talk Time (CUSTOMER): 84576 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/761cc9a8-ecd8-4752-9087-b1c6a1931376_20250218T19:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um
[CUSTOMER][NEUTRAL] I, I had, I saw a doctor last week and, uh, they was trying to verify, uh, that I had coverage.
[CUSTOMER][NEUTRAL] Is this the number they call?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] To verify
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, uh, what's the name, is it, this is, uh, OK.
[CUSTOMER][NEUTRAL] What's the, what's the name of the uh
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] What's the name of the company?
[AGENT][NEUTRAL] American public life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Do you need me to help you with anything to verify any benefits or anything for you?
[CUSTOMER][NEUTRAL] Yeah, I mean, can you can, man, man, I was, because it's trying, I don't know what they can't get through to it. They was trying to call.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Let me, uh, can is there a way you can call down there or call them? I can get uh.
[AGENT][NEUTRAL] Unfort unfortunately, we cannot call the providers. If you would like the three-way, I can stay on the phone and verify, but we are unable to verify it like that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah we can I'll tell you what, can you, can you, uh, I'll stay on the phone and then, and if you can just um call them up.
[CUSTOMER][NEUTRAL] Why?
[AGENT][NEUTRAL] I'm unable to call them, but I can stay on the phone while you verify.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Oh, OK, hold on one second here.
[CUSTOMER][NEUTRAL] I do this.
[AGENT][NEUTRAL] Do you have your policy number up and I'll pull it up while you get them on the line.
[CUSTOMER][NEUTRAL] Yeah, I got the policy number is uh.
[CUSTOMER][NEUTRAL] Hold on one second here.
[CUSTOMER][NEUTRAL] It's APL number is 2000 here we go, member number um 022.
[CUSTOMER][NEUTRAL] 83512.
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And this is for medical?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, hold on, because I think.
[AGENT][NEUTRAL] Let me get this pulled up. This doesn't look like the Medlink plan. One moment.
[AGENT][NEUTRAL] And may I have your first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK, this is web TPA. So unfortunately, I cannot verify. This is through Universal Trucking, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, so this would have to go through web TPA and I can give you the phone number or I can transfer you to web TPA so that they can verify it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, give me that number is a web PPA?
[AGENT][NEUTRAL] Yes, Web TPA.
[CUSTOMER][NEUTRAL] Where
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, can I get that phone number?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like me to transfer you to them?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, [PII], thank you so much and thank you for calling American Public Life. One moment, I'll get you transferred.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to