AccountId: 011433970860
ContactId: 8c40b549-6901-46f2-b2f2-11398e683bdf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169929 ms
Total Talk Time (AGENT): 64803 ms
Total Talk Time (CUSTOMER): 93357 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/8c40b549-6901-46f2-b2f2-11398e683bdf_20250207T13:25_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm a nurse case manager in [PII], and one of your clients has your this insurance, and I have questions about if you have, if you, this includes a pharmacy plan, basically.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is ZZ second to scroll down. OK, ZZ 8,363,030.
[AGENT][NEUTRAL] What's the name of the, um,
[CUSTOMER][NEUTRAL] Insured
[AGENT][NEUTRAL] Insurance company on that card that you're looking at.
[CUSTOMER][NEUTRAL] Oh, it's American Public Life Insurance.
[AGENT][NEUTRAL] OK, so the ZZ number is not our number. That's what's on the card?
[CUSTOMER][NEUTRAL] No, I'm actually not looking at the card. I'm looking at what somebody from billing put in our system.
[AGENT][NEUTRAL] Yeah, so see if uh the policy certificate numbers on the card. It should start with a 0.
[CUSTOMER][NEUTRAL] Alright, uh
[CUSTOMER][NEGATIVE] Your instructors, I have to call the patient because he gave me information on that Guardian, which is a dental plan, and then that's what's on that card. And so I don't know what's on your card actually. This is just a mess.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Spell the patient's first and last name. Let's see if we can search it by the name.
[CUSTOMER][NEUTRAL] Oh, OK. Great. [PII]
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] I don't have a date of
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What state does he reside?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] What's a good call back number for you [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thanks.
[AGENT][NEUTRAL] And I'm sorry, what state does he reside?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I don't show anything for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, he works at home chef, whatever that is I have no idea.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that, is that name in your system? Is it one word or two? Is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] No, no, it's home [PII] as separate word, [PII]
[AGENT][NEUTRAL] As a cook, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I didn't locate. I looked under the name for the group and I didn't see anything with that name.
[CUSTOMER][POSITIVE] OK, yeah, that's fine. I'm, I'll check back with him. Um, I'm not sure what what's going on, but I'll check with him. I appreciate your help, [PII]. I really do. Thank you. All right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. You're, you're welcome, [PII]. Anything else I can help with today?
[CUSTOMER][POSITIVE] No, no, but thank you very much, OK.
[AGENT][POSITIVE] Alright thanks thanks for calling APO have a good day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye.