AccountId: 011433970860
ContactId: 811d80c6-74ce-44a1-b275-4d83ffb31794
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203479 ms
Total Talk Time (AGENT): 57798 ms
Total Talk Time (CUSTOMER): 122516 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/811d80c6-74ce-44a1-b275-4d83ffb31794_20250407T15:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes sir, my name is [PII] and I'm calling from Pathology Laboratory Associates and I was trying to see if you guys have this patient listed in your um system for having active coverage.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility [PII], what is the policy number?
[CUSTOMER][NEUTRAL] OK, this policy number that I'm I've received has letters in it, um, so I don't know if you need that or if you just want the numbers.
[AGENT][NEUTRAL] Yeah, so does it start with it?
[CUSTOMER][NEUTRAL] And it may be easier.
[AGENT][NEUTRAL] Does it start with a D like [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, they have like several letters, so that's why I was calling to see because the address that was listed on the account here is coming up as an American public life but the way that they have it set up is it says American Financial Security.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I was a little confused.
[AGENT][NEUTRAL] Yeah, because our policy numbers don't have letters, so let's just try by name or social if you have that, we can try that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, um, OK, let me see if I have the social here. Just one second.
[CUSTOMER][NEUTRAL] I don't have the social but I have a name. Let me see if I can pull the record.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because it's on there because it's sometimes it doesn't get transposed over.
[CUSTOMER][NEUTRAL] OK, the name, um last name is going to be [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] First name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was looking and I'm not seeing anything with the social.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you know, is he a dependent or is he a subscriber?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Says patient relationship self so they're saying that this is his now I do have a group number I don't know if that helps.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We can, yeah, we can say.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] AFL 100.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Alright, April, so yeah, when I do a search by [PII]'s name I don't find anything um that group number doesn't come up so I don't believe I don't see anything with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let me just see if I can maybe track this information down because I don't know.
[CUSTOMER][POSITIVE] I don't know if this is because the address is coming up as y'all's address, your mailing address. I'm like, what this don't make any sense. OK, I'll keep looking into this and see what's going on with that. OK, thank you so very much. I really do appreciate it.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.