AccountId: 011433970860
ContactId: 8567e8d4-d6d8-4127-9c2f-e57f2f7926d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 523179 ms
Total Talk Time (AGENT): 90012 ms
Total Talk Time (CUSTOMER): 200407 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/8567e8d4-d6d8-4127-9c2f-e57f2f7926d5_20250527T13:57_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Scotlandler Has Group, and I am calling to follow up on a verification request that we sent in on [PII] on behalf of [PII], um, and she is unfortunately incapacitated and has a court appointed guardian, so we did send in the court appointed guardian uh order along with an authorization signed by the Guardian.
[CUSTOMER][NEUTRAL] Um, just calling to check on the status of that if other additional documentation needed, um, where we are with that.
[AGENT][NEUTRAL] OK, do you have the policy number?
[CUSTOMER][NEUTRAL] I don't. I have a Social Security, date of birth, if those would be helpful.
[AGENT][NEUTRAL] OK, what's this?
[CUSTOMER][NEUTRAL] Uh, the Social Security is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] What was the first and last name?
[CUSTOMER][NEUTRAL] Uh her first name is [PII]. It's [PII], and her last name is [PII].
[AGENT][NEUTRAL] OK, uh, social is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Is what we have.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, give me just a moment, system is running a bit slow.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, it's, it's almost like a Monday.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I'm not locating that social. Let me, uh, let me look by name.
[AGENT][NEUTRAL] So she has a policy with American Public Life?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Excuse me. Excuse me, um, that's what Medicaid is telling us is that they have reason to believe uh that she has a policy with American public life, and they're looking for the information on that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, sometimes they're getting it, um, I don't know how exactly they get it. They, uh, obtain information from various sources.
[CUSTOMER][NEUTRAL] Um, it could be they saw.
[CUSTOMER][NEUTRAL] A payment in a checking or something at some point, uh, or when they did a search with her information it came up that that's a possibility.
[CUSTOMER][NEUTRAL] Possible contact, so we're not 100% sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Miss [PII] is unable to assist us.
[AGENT][NEUTRAL] I'm searching my name now. uh, looked my social, I didn't find anything, but let me look by name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And first name is [PII], correct?
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] And last name [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] She does have a middle initial [PII].
[AGENT][NEGATIVE] Really slow. Let's see.
[CUSTOMER][NEUTRAL] Are you in [PII]?
[AGENT][NEUTRAL] Uh-huh, yes, [PII]. Mhm.
[CUSTOMER][NEUTRAL] Did you get hit with any of those tornadoes?
[AGENT][NEUTRAL] No, um,
[CUSTOMER][NEUTRAL] That we're roaming through.
[AGENT][NEGATIVE] Thankfully, no.
[CUSTOMER][POSITIVE] Thank goodness.
[AGENT][NEUTRAL] a lot of torrential rain.
[AGENT][POSITIVE] Which is good, I mean.
[CUSTOMER][NEUTRAL] Uh, any flooding? No flooding? I like no flooding.
[AGENT][NEUTRAL] No flooding where I'm at.
[CUSTOMER][POSITIVE] That's good.
[AGENT][NEUTRAL] OK, I finally got the name search to pull up. Uh, so looking now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Appreciate your help.
[AGENT][POSITIVE] Oh, no worries. Yeah.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEGATIVE] Sorry, it's taken so long.
[CUSTOMER][NEUTRAL] That's OK. I'm, I'm used to waiting.
[CUSTOMER][NEUTRAL] It's never easy.
[AGENT][NEUTRAL] OK, yeah, I'm not finding that name or social in our system. Um.
[CUSTOMER][NEUTRAL] OK. All right, so then my next step would be.
[AGENT][NEUTRAL] Yeah, I can't search my date of birth.
[CUSTOMER][NEUTRAL] All right, my next step would just be to get something saying that there is no policy under that date of birth, social, um,
[CUSTOMER][NEUTRAL] Uh, just in writing that we can present to Medicaid, um, and we, we had faxed over a request, but I'm wondering if we faxed it to the right place, if there's um
[CUSTOMER][NEUTRAL] If I can confirm that with you possibly where we faxed it and see if how we can get some response.
[AGENT][NEUTRAL] Um, yeah, what is the fax number that you sent to?
[CUSTOMER][NEUTRAL] We sent it to [PII].
[AGENT][NEUTRAL] Uh, yeah, I'm not sure what that fax number is, so can you send a request to [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][POSITIVE] Absolutely. All right, we'll re send that over. Thank you so much for all your help. I really appreciate it.
[AGENT][POSITIVE] OK, well thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thanks you too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.