AccountId: 011433970860
ContactId: 967f2529-79ce-4fb0-a5fd-c4208d2625de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 500440 ms
Total Talk Time (AGENT): 98868 ms
Total Talk Time (CUSTOMER): 157742 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/967f2529-79ce-4fb0-a5fd-c4208d2625de_20250121T16:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I just wanna check the eligibility of the patient. Can you help me out, please?
[AGENT][NEUTRAL] OK. You said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and you're needing just eligibility?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, can I get the policy number and your phone number?
[CUSTOMER][NEUTRAL] Uh, policy number is 35994452 and my callback number is [PII], sorry, sorry, uh, policy number is 7272813. And uh my callback.
[AGENT][NEUTRAL] OK. Do you have a, hold on, hold on one second, [PII]. Do you have a copy of the card?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The ID card?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] No, ma'am. He's, uh, he's a pop up your member ID number and the effect that, that, that's what I have.
[AGENT][NEUTRAL] Neither one of those are our policy numbers. Can you spell the patient's first and last name, please?
[CUSTOMER][NEUTRAL] Uh patient first name is uh [PII]. It is [PII] and the last name is [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, thank you and your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And what is the date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, I'm not showing a Thurman Burgess in our system.
[CUSTOMER][NEGATIVE] Unable to
[CUSTOMER][NEGATIVE] Unable to find any information about the patient. Am I correct?
[AGENT][NEUTRAL] OK, I'm not locating the patient in our system.
[CUSTOMER][POSITIVE] OK. No problem. We'll move to the next one, ma'am.
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][POSITIVE] Alright take care.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Uh, policy number is 0102953999.
[AGENT][NEUTRAL] OK, do you have a copy of the card, ma'am?
[CUSTOMER][NEGATIVE] Yes, ma'am. But yes, I have. My name is, uh, first name is, I'll spell it out, it's too long. I can't even pronounce this one.
[AGENT][NEUTRAL] No, no, no, no. If you, if you have a copy of the card, just repeat the number as you see it on the card.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK. 010295399. I have this one.
[AGENT][NEUTRAL] That number is on an ID card?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so that's not one of our numbers. What's the name of the insurance company on the card?
[CUSTOMER][NEUTRAL] I'm calling.
[CUSTOMER][NEUTRAL] Uh name is uh [PII].
[CUSTOMER][NEUTRAL] [PII]. And the last name is [PII].
[AGENT][NEUTRAL] That's the first name?
[CUSTOMER][NEUTRAL] Last name, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the name of the insurance company on the ID card?
[CUSTOMER][NEUTRAL] American Public Life.
[AGENT][NEUTRAL] Is there an address on the card?
[CUSTOMER][NEUTRAL] Mm, yes, ma'am.
[AGENT][NEUTRAL] And what is that address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that address for the insurance company?
[CUSTOMER][NEUTRAL] No, ma'am. I'm not able to find any information about that.
[AGENT][NEUTRAL] It's on the card. Do you have a copy of the card?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm, I have. I gave you the information what I had.
[AGENT][NEUTRAL] OK, I'm not finding this patient in our system.
[CUSTOMER][POSITIVE] Sure, ma'am. Thank you so much. Can you spell your name please for me?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII], first initial and last name is [PII].
[CUSTOMER][POSITIVE] Thank you, ma'am. Have a nice day. Bye-bye.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Uh, ma'am. Thank you so much, ma'am.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Do you have any other questions, [PII], that I can help out with today?
[AGENT][NEUTRAL] [PII], did you have any other questions?
[CUSTOMER][NEUTRAL] I don't know if it's any room.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Hi [PII], I saw that you're still connected. Did you have any other questions?
[AGENT][POSITIVE] OK, I'm gonna go ahead and disconnect the call. Thank you for calling APL. Have a good day.