AccountId: 011433970860
ContactId: 7a545a87-1f88-432b-8a96-4059857c6976
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219070 ms
Total Talk Time (AGENT): 61671 ms
Total Talk Time (CUSTOMER): 70422 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/7a545a87-1f88-432b-8a96-4059857c6976_20250310T13:36_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a provider's office. I'm calling to verify eligibility for a member.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] I that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That policy number is um.
[CUSTOMER][NEUTRAL] 682182
[CUSTOMER][NEUTRAL] 195.
[AGENT][NEUTRAL] Is that the social?
[CUSTOMER][NEUTRAL] No, that's the policy number I have. Is this um American Medical and
[CUSTOMER][NEUTRAL] Life insurance?
[AGENT][NEUTRAL] No, this is American Public Life Insurance. Is that what you're trying to do?
[CUSTOMER][NEUTRAL] So in online because you guys changed your name.
[AGENT][NEUTRAL] Um, we haven't, uh, we are American public life.
[CUSTOMER][NEUTRAL] It was um it was American. It used to be American Medical and life insurance and now it's called APL.
[AGENT][NEUTRAL] Um, we always in American public life, but I can go ahead and do a name search and that number is not ours.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, if you can please.
[AGENT][NEUTRAL] Yes, what is the spelling of the last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Do you have an address for Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, the current address I have is [PII].
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] So [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh OK. All right.
[AGENT][NEUTRAL] Do you happen to have the social by any chance or no?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, yeah, let me try that because we have several [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, she's not in our system. [PII].
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, she's not in our system.
[CUSTOMER][POSITIVE] OK, thank you. You have a good day.
[AGENT][POSITIVE] You as well, Ms. [PII], and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] OK.