AccountId: 011433970860
ContactId: 7def90e5-3129-4667-84b2-1c178e5fd1d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 508260 ms
Total Talk Time (AGENT): 170341 ms
Total Talk Time (CUSTOMER): 175842 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/7def90e5-3129-4667-84b2-1c178e5fd1d8_20250416T14:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, how are you? I'm [PII] from By her registration. I'm trying to verify um a few accounts to see if they're active.
[AGENT][NEUTRAL] I could barely hear you.
[CUSTOMER][NEUTRAL] I'm calling from Pepsihub registration. I'm trying to verify some accounts.
[CUSTOMER][NEUTRAL] To see if they're active for some patients.
[AGENT][NEUTRAL] Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII], A [PII], I think.
[AGENT][NEUTRAL] [PII], I'm not sure if you have me on the speakerphone, but you sound far away.
[CUSTOMER][NEUTRAL] No, I don't have you on speakerphone. I have you on a, let me see if I could wait, maybe the audio. Can you hear me better?
[AGENT][NEUTRAL] Yes, thank you. Can I have that policy number, the first member and the policy number and the date of birth?
[AGENT][NEUTRAL] And then I
[CUSTOMER][NEUTRAL] OK, the policy is 157.
[CUSTOMER][NEUTRAL] 0475.
[CUSTOMER][NEUTRAL] And the date of birth [PII]?
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Could you spell her name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what is her last name? Spell her last name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] This policy was terminated [PII] and there's no active policy.
[CUSTOMER][POSITIVE] OK perfect and let me put inactive.
[CUSTOMER][NEUTRAL] Can I give you the second one?
[AGENT][NEUTRAL] Could you give me a moment? I have to make a notation on the policy that I just in.
[CUSTOMER][NEUTRAL] Oh no yeah yeah yeah yeah just let me know.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII], what is the next policy number?
[CUSTOMER][NEUTRAL] Is 135.
[CUSTOMER][NEUTRAL] 0372.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Date of birth [PII] and name [PII].
[AGENT][NEUTRAL] But give me that policy number one more time because I'm not pulling up that.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] 01893132.
[AGENT][NEUTRAL] That's not what I had in the beginning.
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] OK, so could you verify the policy numbers are correct that you're providing me because the policy numbers that you're providing me does not match the names like the very first, the one that you just gave me prior to this one didn't match the name and this one doesn't either.
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] And what is this member's name? Well, those are not the numbers that you've been giving me.
[CUSTOMER][NEUTRAL] Yeah, ML0 A Bigma.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So you just gave me [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] So which one is it? [PII]? [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is her name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] See, that's not the [PII] is not matching that name either.
[AGENT][NEUTRAL] I'm not sure when you, I'm not gonna, I'm not sure, but I assume maybe you wrote the policy numbers down beside the wrong name.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I'm just verifying it like this is an account that it was uh seen on 216, so I'm just trying to verify that's what the patient gave us.
[AGENT][NEGATIVE] No, that, it doesn't match.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Can you look at it with the social or no?
[AGENT][NEUTRAL] Yes, what is her social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What city and state does this member live in?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And her date of birth and name again cause I have to go through all those policies to get to the right one.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So let me give you the correct policy number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's 1350272. It's 1350272.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your next policy number?
[CUSTOMER][NEUTRAL] Is oh where is it?
[CUSTOMER][NEUTRAL] 01893132.
[AGENT][NEUTRAL] And what is this member's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have any more?
[CUSTOMER][NEUTRAL] Yeah, 2 more.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] 02581498.
[AGENT][NEUTRAL] And what is this member's name and date of birth, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], can I spell you the last name?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the date of birth [PII].
[AGENT][NEUTRAL] And her date of birth?
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's your next policy number?
[CUSTOMER][NEUTRAL] It's 02477106.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth [PII].
[AGENT][NEUTRAL] This policy was terminated [PII] and the member has no active policy here at American Public Life. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][POSITIVE] Thanks for calling APL and have a great day. My name is [PII], and today's date is a reference.
[CUSTOMER][NEUTRAL] And your name again?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're