AccountId: 011433970860
ContactId: 93391272-45ab-4002-8693-19e83c671938
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344959 ms
Total Talk Time (AGENT): 97509 ms
Total Talk Time (CUSTOMER): 78869 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/93391272-45ab-4002-8693-19e83c671938_20250324T17:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon. I'm sorry, what did you say your name is?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], thank you. I'm calling from a facility. I'm a provider and I need to get a um some eligibility and benefits on a number of ours, please.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, you need eligibility and benefit information, is that correct?
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII]. It's [PII].
[AGENT][POSITIVE] Thank you and I'll go, what is your call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] I have a policy number which starts with CUR 4867098.
[AGENT][NEUTRAL] OK, that's
[AGENT][NEGATIVE] Now that is not gonna be a policy.
[AGENT][NEUTRAL] Number for American Public Life.
[CUSTOMER][NEUTRAL] Yeah, that's what I thought too. Is there any way that you can look her up with her name and her date of birth because that's the ID number she provided.
[AGENT][NEUTRAL] I can't. Yes, ma'am, I can't search by date of birth. I can try by the name. Do you happen to have the full social, [PII]?
[CUSTOMER][NEUTRAL] No, not a social. No, I only have her name and her date of birth. Um, OK, that's fine. I'll just, uh-huh.
[AGENT][NEUTRAL] What is, so we can start with, we can try by the name if it's a very common name, then, you know, we, you may have to get some additional information, but I can try and locate it with just that to start with. What is the last name?
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And the first name.
[CUSTOMER][NEUTRAL] It's [PII], excuse me, [PII]
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, so just one moment please.
[AGENT][NEUTRAL] And please bear with me while, because
[AGENT][NEUTRAL] This is gonna take a little time to search this way, OK?
[CUSTOMER][POSITIVE] Thank you, appreciate that.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Do you know if she is the subscriber on the policy, Olga?
[CUSTOMER][NEUTRAL] I don't because I don't have a copy of the um insurance card.
[CUSTOMER][POSITIVE] But if you can't find her I appreciate your help. I, I'll just try reaching out to the number. I, I left her a message so hopefully she'll answer.
[AGENT][NEUTRAL] Well, that's OK. The system, my system.
[AGENT][NEUTRAL] I'm not able, I don't have, I'm not able to pull up an [PII] unless by chance she has, you know, another name, but there is not an [PII] in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, that's fine. Thank you so much for trying though.
[AGENT][POSITIVE] OK. Well, you are certainly very welcome. Is there anything else that I could help you with?
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] OK, well, you're welcome and thank you again, [PII] for calling APL and I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.