AccountId: 011433970860
ContactId: 8abeb505-9b93-4fa5-9f11-0d4438928d62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334940 ms
Total Talk Time (AGENT): 95572 ms
Total Talk Time (CUSTOMER): 116843 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/8abeb505-9b93-4fa5-9f11-0d4438928d62_20250226T21:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling for provider's office to check on eligibility and benefits for physical therapy.
[AGENT][NEUTRAL] OK, and you're calling for eligibility and benefits for a patient, [PII]?
[CUSTOMER][NEUTRAL] Yes, just I need the
[CUSTOMER][NEUTRAL] The plan type, whether it's going to be supplement plan G or E or yeah.
[AGENT][POSITIVE] OK, I can help you.
[CUSTOMER][NEUTRAL] Supplement plan
[AGENT][POSITIVE] Yes, I can help you, [PII]. May I get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] OK, and then what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] The facility name which is Highland, OK, it is going to be Texas. mhm it is Vista Physical Therapy.
[AGENT][NEUTRAL] OK, thank you. And then what is the name of the patient, the date of birth, and policy number?
[CUSTOMER][NEUTRAL] The policy number which is
[CUSTOMER][NEUTRAL] 0172710
[CUSTOMER][NEUTRAL] And the patient name is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Such verb and the date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] I'm pulling up the policy now, and you said it was 01.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 2710.
[CUSTOMER][NEUTRAL] Yes, it is 01.
[CUSTOMER][NEUTRAL] 72,710.
[AGENT][NEUTRAL] OK, that's not a good policy number. Do you see another number?
[CUSTOMER][NEUTRAL] OK, just wait a minute. Let me check with the system. Just give me a quick second.
[AGENT][POSITIVE] Yes, take your time, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The patient account number.
[CUSTOMER][NEUTRAL] That is subscriber ID which is 0172710. That's what they are given here.
[AGENT][NEUTRAL] OK, are you meaning to call American Public Life APL?
[CUSTOMER][NEUTRAL] For the American Public Life.
[AGENT][NEUTRAL] OK, do you have the insured's poli uh social security number?
[CUSTOMER][NEUTRAL] Let me check with that.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I'm sorry, I don't have the social security number. I do have the phone number and the address.
[AGENT][NEUTRAL] OK, and you said the insured's name is [PII] and can you spell his last name for me?
[CUSTOMER][NEUTRAL] Mhm. Yeah. It is [PII].
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] OK, let me see if I can find it by the name.
[CUSTOMER][NEUTRAL] And the first name is uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, let me look it up.
[AGENT][NEUTRAL] OK, I am not finding that in our computer system.
[CUSTOMER][NEUTRAL] OK, you're not able to pull out the number. Is it correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. And uh how many members?
[AGENT][NEUTRAL] That that policy number that you.
[AGENT][NEGATIVE] The policy number that you gave me is missing numbers, it's too short.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then looking under [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], I can't find it by his name either.
[CUSTOMER][POSITIVE] OK. Thank you so much for that. Could you please tell me the call reference number so that I can
[CUSTOMER][NEUTRAL] I clearly.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, you can uh use my name. It's [PII] and today's date.
[CUSTOMER][NEUTRAL] What is the name? Sorry.
[AGENT][NEUTRAL] To yes, [PII]
[CUSTOMER][POSITIVE] OK. Thank you so much for that.
[CUSTOMER][POSITIVE] Thank you so much once again, [PII], for assisting me with the call. Have a great day. Bye for now.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] You too [PII] thank you for calling APL you have a good night bye bye.