AccountId: 011433970860
ContactId: 8eea55d8-f770-49c8-ae94-9a3ac9792360
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241250 ms
Total Talk Time (AGENT): 100488 ms
Total Talk Time (CUSTOMER): 96374 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/8eea55d8-f770-49c8-ae94-9a3ac9792360_20250221T19:07_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good day. This is [PII] calling from Saint Francis Medical Center. I'm calling to verify coverage for my patient.
[AGENT][POSITIVE] It would be my pleasure to assist you with that coverage information for your patient, [PII]. What is a good callback number, please?
[CUSTOMER][NEUTRAL] [PII], I mean, [PII], no, sorry, [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] A for Alpha. E for Echo 1153.
[AGENT][NEUTRAL] That is not the APL ID number. Do you have a card for APL?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes. Um,
[CUSTOMER][NEUTRAL] The card that is American Public Life Insurance Company, right? And that is the policy number that I see here on his ID.
[AGENT][NEUTRAL] Our policy numbers.
[CUSTOMER][NEUTRAL] One, I mean, AE.
[AGENT][NEUTRAL] Yeah, they don't start with an A or an E.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's gonna be an all numerical number.
[CUSTOMER][NEUTRAL] I see. Because this, this is the only ID that I have.
[AGENT][NEUTRAL] What is the page
[AGENT][NEUTRAL] And you have the APL ID card?
[CUSTOMER][NEUTRAL] Yes, this is the APO ID card that she put on her account, American Public Life Insurance.
[AGENT][NEUTRAL] Yeah. What is the last name of the patient?
[CUSTOMER][NEUTRAL] And policy or insurance number?
[AGENT][NEUTRAL] Oh, you do see a certain number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Do you see a certain number?
[CUSTOMER][NEUTRAL] Yeah, Policy slash cert number is AE 1153.
[AGENT][NEUTRAL] OK. What's the last name of the patient and you said [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you spell that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is [PII]'s date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that is her old policy number, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can give you the correct policy number.
[CUSTOMER][NEUTRAL] All right. What is the correct policy number?
[AGENT][NEUTRAL] And this policy is an old policy?
[AGENT][NEUTRAL] Um, that AE is an old, old policy number. Um, her current policy number is 83523.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 83523. OK. So for this one, I just wanna know if the insurance is still active, what is the effective date and if there's a future termination date.
[AGENT][NEUTRAL] All right, then I can help you with that. I'm showing that her policy is active. The effective date on the policy is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] No term date on file.
[CUSTOMER][NEUTRAL] No, no. OK.
[CUSTOMER][NEUTRAL] No term date. Uh, do you have a reference number for this call?
[AGENT][NEUTRAL] It would be my name in today's date and I spell my name [PII].
[AGENT][POSITIVE] And [PII], it's been a pleasure to assist you with that eligibility. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, none so far, [PII]. Thank you so much for taking my call and have a great day.
[AGENT][POSITIVE] I hope you have a wonderful day as well, [PII]. Thank you for calling APL. Take care.
[CUSTOMER][POSITIVE] Thank you.