AccountId: 011433970860
ContactId: 7af057ea-a243-415a-9b6a-a2ac382546ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227529 ms
Total Talk Time (AGENT): 83576 ms
Total Talk Time (CUSTOMER): 83980 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/7af057ea-a243-415a-9b6a-a2ac382546ca_20250124T16:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from Doctor [PII]'s office. I just wanted to make sure we were with the network, um, with this plan.
[AGENT][POSITIVE] Alright, I'm happy to check. What's the policy number for the member? Do you have that?
[CUSTOMER][POSITIVE] Yes, it is well.
[CUSTOMER][NEUTRAL] It is D47694251.
[AGENT][NEUTRAL] All right, thank you. I actually can't pull them with that number. Do you have their name or social? I can check that way.
[CUSTOMER][NEUTRAL] Their name, I'm gonna spell out their last name. It is [PII] First name is [PII]
[AGENT][POSITIVE] Alright, thank you so much let me do a search that way and see what I can find here.
[AGENT][NEUTRAL] It's a unique name, so there shouldn't be too many.
[CUSTOMER][NEUTRAL] Very, yeah, I don't think that'll be a duplicate.
[CUSTOMER][NEUTRAL] And if there is, I'll be really ironic.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I know, right? Let's see.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Let me just verify I spell the last name right. I have [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not finding anything under that name.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Let me see if I have their social on file.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I do not. Could you do like a date of birth or it doesn't work like that?
[AGENT][NEUTRAL] Yeah, I mean, I can only search just by name um or social. I can do that also, but it should come up. Do you know if they're the policy holder?
[CUSTOMER][NEUTRAL] Um, no.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Because I just see the card and then it just tells me the employee ID.
[CUSTOMER][NEUTRAL] See if there's anything else on here medical claim submissions, payer ID, mm.
[AGENT][NEUTRAL] Is there any sort of like
[CUSTOMER][NEUTRAL] Their group
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] The group
[CUSTOMER][NEUTRAL] 9476.
[AGENT][NEUTRAL] Let me try the group and just see if I can find.
[AGENT][NEUTRAL] Yeah, that group number does.
[CUSTOMER][NEUTRAL] He should be the
[AGENT][NEGATIVE] Doesn't even come up for me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And it says APPL on it, American Public Life.
[CUSTOMER][NEUTRAL] American Public Life, um, this is 90.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I may be calling the wrong number. Let me see.
[CUSTOMER][NEUTRAL] Because this is supposedly the number for 90 degree benefits.
[AGENT][NEUTRAL] Yeah, I know, cause this is American Public Life Insurance, so I think it's somebody else.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] Oh OK well sorry for wasting your time.
[AGENT][POSITIVE] No, no worries, girl. I hope you have a good rest of your day.
[CUSTOMER][NEUTRAL] You as well bye bye.