AccountId: 011433970860
ContactId: 85ba9842-3083-48b3-bb93-fb794fe3b93e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192050 ms
Total Talk Time (AGENT): 60912 ms
Total Talk Time (CUSTOMER): 90986 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/85ba9842-3083-48b3-bb93-fb794fe3b93e_20250603T13:02_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I'm calling uh to get benefits.
[AGENT][NEUTRAL] I could barely hear you.
[CUSTOMER][POSITIVE] I'm calling to get benefits for this uh patient.
[AGENT][NEUTRAL] Can I have your name cause I didn't hear you in the beginning of the phone call, unfortunately.
[CUSTOMER][NEUTRAL] That's OK. My name is [PII].
[AGENT][NEUTRAL] Could you spell your name for me, [PII] and provide me with the callback number just in case the call is get disconnected.
[CUSTOMER][NEUTRAL] Uh sure. My name is spelled [PII] My callback number in case we get disconnected, that's [PII].
[AGENT][NEUTRAL] Thank you and [PII], you're calling to verify benefits and eligibility. What is the member's policy number that you're calling for?
[CUSTOMER][NEUTRAL] Yes, that's correct. Uh, the policy is 60801.
[CUSTOMER][NEUTRAL] No, you don't
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] It's not long enough to be a policy here at American Public Life.
[CUSTOMER][NEUTRAL] OK, I'm seeing another number here. I see 026.
[AGENT][NEUTRAL] That's our payer ID. That's our electronic payer ID.
[CUSTOMER][NEUTRAL] Oh, I see. I, uh, I do see 026.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure. [PII] date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You're calling to verify dental benefits?
[CUSTOMER][NEUTRAL] No, medical benefits.
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] Bear with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On the card, did it, do it say medical or do it say dental? cause he don't have a medical policy here with American Public Life.
[CUSTOMER][NEUTRAL] Oh, I see. I'm only calling to verify the benefits. I don't actually see the card, um, so the patient gave us this policy number, so that's why I was calling to check eligibility.
[AGENT][NEGATIVE] You don't have medical here, unfortunately.
[CUSTOMER][NEUTRAL] For their upcoming native service.
[CUSTOMER][POSITIVE] Oh, OK, well thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Alright, could I have a reference number?
[AGENT][NEUTRAL] We don't provide those [PII], however, you can use my name in today's date as a reference. It's [PII].
[CUSTOMER][NEUTRAL] Sure, can I have a reference number?
[CUSTOMER][NEUTRAL] Right, and
[CUSTOMER][NEUTRAL] Show and today's date.
[AGENT][NEUTRAL] It's H Y L A. Yes, in today's date.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that's it, [PII], thank you so much.
[AGENT][POSITIVE] Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][NEUTRAL] Right.