AccountId: 011433970860
ContactId: 82f593a0-9c90-4060-8831-051a0f0d7996
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165860 ms
Total Talk Time (AGENT): 64269 ms
Total Talk Time (CUSTOMER): 63216 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/82f593a0-9c90-4060-8831-051a0f0d7996_20250401T20:26_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm just looking for verification of benefits.
[AGENT][NEUTRAL] I can help with benefits. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you. And what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Um, so it says 847.
[CUSTOMER][NEUTRAL] 770554
[AGENT][NEUTRAL] I wonder if that's not there, uh.
[AGENT][NEUTRAL] That isn't their um social security number.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Uh, this is all the patient gave us.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] How do you spell the patient's last name, please?
[CUSTOMER][NEUTRAL] So the patient's last name is [PII]
[AGENT][NEUTRAL] OK, thank you. And the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Well I'm looking that up, whenever if I could just have a good callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] She doesn't seem to be in our system, um.
[AGENT][NEUTRAL] So I, I'm not sure, uh, this doesn't look like one of our policies. It doesn't, she's not coming up in our system under her name.
[CUSTOMER][NEUTRAL] It says and I don't know the person who put it in could have been crazy. I don't know, uh, says the group name is ATS.
[AGENT][NEUTRAL] 8
[CUSTOMER][NEUTRAL] And the group number is ATS.
[AGENT][NEUTRAL] OK, and the group number is?
[CUSTOMER][NEUTRAL] 14585.
[AGENT][NEUTRAL] OK, let's look that up. Let's see that isn't.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Well, that is a, I mean, what I'm getting is universal trucking.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And uh it has a list.
[CUSTOMER][NEUTRAL] And that date of birth, I don't know if it's spelled if the name is spelled wrong, as is the date of birth even good? The the [PII]?
[AGENT][NEGATIVE] Uh, I'm not finding anything on, on anything that you've given me. Um, it's not coming up.
[CUSTOMER][POSITIVE] Oh sweet have it alright, so let me call her and see what, see what's up. Thank you.
[AGENT][NEUTRAL] OK, I'm sorry I wasn't able to help you. Thank you for contacting AP have a good.