AccountId: 011433970860
ContactId: 860f609b-ba1e-4b36-8769-bfe6e9672631
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319320 ms
Total Talk Time (AGENT): 89449 ms
Total Talk Time (CUSTOMER): 109976 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/860f609b-ba1e-4b36-8769-bfe6e9672631_20250318T17:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, ma'am. This is [PII] calling from the provider office calling for eligibility and benefits.
[AGENT][NEUTRAL] OK [PII], I can help you with eligibility and benefits. Can I please get the name of the provider you're calling for and your callback number?
[CUSTOMER][NEUTRAL] Uh, name of the provider that I'm calling from is Doctor [PII] My callback number [PII].
[AGENT][NEUTRAL] Thank you. And then, what is
[AGENT][NEUTRAL] The name of the um patient, their date of birth and policy number.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh, so the payment policy number is 682-517-061.
[CUSTOMER][NEUTRAL] And the patient date of birth is [PII].
[CUSTOMER][NEUTRAL] And the patient's last name is [PII], first is [PII].
[AGENT][NEUTRAL] OK, let me see if I can pull up that policy number.
[AGENT][NEUTRAL] OK, that is not one of our policy numbers. Do you see another number?
[CUSTOMER][NEUTRAL] Uh, and have that number, allow me a moment, I'm checking, but we have that number in our system.
[AGENT][NEUTRAL] Sure.
[AGENT][NEGATIVE] Oh yeah, that's not a good policy number for our company.
[AGENT][NEUTRAL] Do you have the member's social security number?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. I have that number that we have in our system.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. OK. How do I spell the first name, please?
[CUSTOMER][NEUTRAL] Uh the first name is [PII]
[AGENT][NEUTRAL] OK, and spell the last name for me, please?
[CUSTOMER][NEUTRAL] Uh it's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if I can find them by the name.
[AGENT][NEUTRAL] OK, I'm not able to pull in a [PII] in our system.
[AGENT][NEUTRAL] Are you wanting to call American Public Life?
[CUSTOMER][NEUTRAL] Uh, could you please
[CUSTOMER][NEUTRAL] So is it possible to check with the member group number?
[AGENT][NEUTRAL] OK, what is the group number?
[CUSTOMER][NEUTRAL] It's letter N as in Nancy, C Charlie, E Echo, 557.
[AGENT][NEUTRAL] OK, that's not one of our group numbers either.
[CUSTOMER][NEUTRAL] So the patient is not coming up with the name and date of birth, [PII].
[AGENT][NEUTRAL] No, that's not our group number, that's not our policy number, the member's not in the system.
[AGENT][NEUTRAL] Are you wanting to call American Public Life?
[CUSTOMER][NEUTRAL] Uh, yes, in our system, the patient number, uh, insurance is um updated as American Republic Insurance.
[AGENT][NEUTRAL] OK. Yes, I do not have that member in our system, sir.
[CUSTOMER][NEUTRAL] OK. So you're saying that the patient is not coming up with that credential link that I have provided?
[AGENT][NEUTRAL] No, sir, it's not.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] Is there any call reference for our call?
[AGENT][NEUTRAL] Yes, sir. You can use my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Uh, [PII] and last initial?
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] And today's date?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK. OK. Thank you your cooperation. Have a wonderful day.
[AGENT][POSITIVE] You too, [PII] you have a wonderful day too. Thank you for calling APL.
[AGENT][NEUTRAL] Bye-bye.