AccountId: 011433970860
ContactId: 96801933-8565-4083-a166-56d5cb22506a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295920 ms
Total Talk Time (AGENT): 113212 ms
Total Talk Time (CUSTOMER): 85054 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/96801933-8565-4083-a166-56d5cb22506a_20250204T13:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I need to verify eligibility and benefits please for a patient.
[AGENT][NEUTRAL] OK, [PII], you're needing benefits and eligibility, is that correct?
[CUSTOMER][POSITIVE] Yes ma'am, yes.
[AGENT][POSITIVE] Yes ma'am. I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] 24025094
[AGENT][NEUTRAL] OK, now that is not an American public life policy number?
[AGENT][NEUTRAL] [PII], is that the company you were trying to reach? Does it say American Public Life on their ID card?
[CUSTOMER][NEUTRAL] Yes, that's
[CUSTOMER][NEUTRAL] Yes, that's what I know.
[CUSTOMER][NEUTRAL] I don't have a picture of the ID card, but this is what uh the account shows that the patient has American Public Life. Maybe they put the wrong ID number in. Can you help me like with the name, date of birth, Medicare number search?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. So we have nothing to do with Medicare.
[AGENT][NEUTRAL] Um, I can't search my date of birth. Do you have a full social for the subscriber?
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Oh hold on.
[CUSTOMER][NEUTRAL] Uh, it's social.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, so I don't have anyone in my system under that social. I can try name. I can't search by date of birth, uh, let's see, um, what is the last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] It takes a moment [PII] to search by name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] We have the policy holder is Erin, but the patient is [PII].
[AGENT][NEUTRAL] Do you have [PII]'s social?
[CUSTOMER][NEUTRAL] Oh, let me see.
[CUSTOMER][NEUTRAL] Give me one second, let me see.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what's, oh.
[AGENT][NEUTRAL] What state does he live in?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, I don't have [PII]'s social.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I believe I may have located it.
[AGENT][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] Alright, so any information that I do provide for you, [PII] will be a verification of benefits and not a guarantee of payment. What is his date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]'s or [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]'s birthday is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I have located a policy, um, where he is the spouse of the subscriber, but this policy is no longer active claim and they do not currently have an active policy with us. The most recent policy that they had was effective [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it turned [PII].
[CUSTOMER][POSITIVE] Got you. Awesome thank you so much. I really appreciate all of your help. You have a great day.
[AGENT][POSITIVE] Well, absolutely. Yes, ma'am. Would you like this policy number anyway to put with those effective dates or no? OK. Well, then, thank you again for calling APL and I hope that you have a great day.
[CUSTOMER][NEUTRAL] No, thank you.
[CUSTOMER][NEGATIVE] No thank you.
[CUSTOMER][NEUTRAL] You too bye bye.