AccountId: 011433970860
ContactId: 852d4b44-f4ff-4119-9291-f08d585800d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154300 ms
Total Talk Time (AGENT): 65648 ms
Total Talk Time (CUSTOMER): 77732 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/852d4b44-f4ff-4119-9291-f08d585800d6_20250409T18:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need to verify a patient's um gap coverage benefit, please.
[AGENT][NEUTRAL] Sure, I could check those benefits for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] I have 683-964-46001.
[AGENT][NEUTRAL] OK, so that's gonna be a bit too long to be one of our policy numbers. [PII], um, that might be their, um, member ID. Give me just a moment. Let me try to see if that works.
[CUSTOMER][NEUTRAL] OK, I'm sorry, you know they only give us whatever the doctor's office sends over. We don't get a copy of the card, we're always, we're always in the blind.
[AGENT][NEUTRAL] That's OK. Sure, yeah, so I, I did not get it. That's all right. So yeah, I did not get a result with that. Um, do you maybe have their social? I can search for them that way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The patient's social is [PII].
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what was the name for the member?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Um, I did not get a result with that social. Um, would you mind spelling out the first and last name?
[CUSTOMER][NEUTRAL] OK, maybe it's a different alliance.
[AGENT][NEUTRAL] Oh, yes, so this is American Public Life. I'm not sure if that's who you meant to call.
[CUSTOMER][NEUTRAL] The first name is [PII]
[CUSTOMER][NEUTRAL] I don't know. Let me try the other, um, uh, they just send alliance over and we got two alliances on our list, you know what I mean? So I don't know which one it is, and the doctor's office never calls back. You leave a message, you know what I mean, like, so, um.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEGATIVE] Of course, yes, and you're left to deal with all that, yeah.
[CUSTOMER][NEUTRAL] Yeah, it's, it's like a ghost hunt so it's OK. I'll call the other alliance and see if it's that one and then if not I'll just take it out and the patient can give it to us when when she calls back to verify her benefits.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Of course, sounds good. Alright, well, sorry there wasn't more I could do to help.
[CUSTOMER][NEUTRAL] I can't. I mean, that's all we can do.
[CUSTOMER][POSITIVE] That's OK, thank you so much. You have a wonderful day.
[AGENT][POSITIVE] All right, yes. Thank you. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Uh-huh, bye-bye.