AccountId: 011433970860
ContactId: 8d2faefd-691e-4824-9441-6d526cd68785
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229389 ms
Total Talk Time (AGENT): 73681 ms
Total Talk Time (CUSTOMER): 98485 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/8d2faefd-691e-4824-9441-6d526cd68785_20250603T16:33_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm calling for a claim status. Could you please, uh, uh, connect me to the correct party?
[AGENT][NEUTRAL] This is the claims department.
[CUSTOMER][NEUTRAL] OK, yes ma'am, I'm calling from Li care physician Services, and I'm calling, uh, actually I'm calling for eligibility. I apologize.
[AGENT][POSITIVE] No worries, can I have your name and a callback number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII] G [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can I have that call back number um, can I have the policy number of the member that you're calling to verify eligibility for today?
[CUSTOMER][NEUTRAL] Yes ma'am, let me get back over here on my screen.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] 4 or 5 consecutive zeros.
[CUSTOMER][NEUTRAL] 8053126
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII]. Date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Could you provide me that policy number again without the 5 consecutive zeros because I'm not pulling up a policy.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] 8053126
[AGENT][NEUTRAL] Um, do you have a copy of their card to verify the policy number?
[CUSTOMER][NEUTRAL] No, ma'am, I have a social and I have the Medicare number.
[AGENT][NEUTRAL] What is the social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And could you give me that member's name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Spell that last name cause I'm not pulling it up in the system.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So I'm not sure if you're saying [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes ma'am, that is correct.
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what city and state does this member live in?
[CUSTOMER][NEUTRAL] Um, let's see, this is [PII].
[AGENT][NEUTRAL] And this is for dental or medical?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] Is she the is this member the policy holder?
[CUSTOMER][NEUTRAL] Well, it says that they are.
[AGENT][NEUTRAL] What's her date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] I'm not pulling her up in the system.
[AGENT][NEUTRAL] Do you have a copy of her card?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am, I do not. I just, um, I'm on a government website and they have American Republic listed as her secondary insurance.
[AGENT][NEUTRAL] American Republic or American public life.
[CUSTOMER][NEUTRAL] American Republic.
[AGENT][NEUTRAL] This is American Public Life, Sandra.
[CUSTOMER][POSITIVE] OK, I apologize, thank you.
[AGENT][POSITIVE] No worries, thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You also goodbye.
[AGENT][POSITIVE] Thanks bye.