AccountId: 011433970860
ContactId: 9a04c773-c517-4581-ae28-8c1e045c6514
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167639 ms
Total Talk Time (AGENT): 71257 ms
Total Talk Time (CUSTOMER): 74956 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/9a04c773-c517-4581-ae28-8c1e045c6514_20250528T14:34_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting us. My name is. How may I help you?
[CUSTOMER][NEUTRAL] It was
[CUSTOMER][POSITIVE] She's gonna get the effort to do it.
[AGENT][POSITIVE] Thank you for contacting AT. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Hello, good morning. Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], um, I'm with Wellsar Cobb Hospital, um, and I need to get to verify benefits eligibility and benefits please.
[AGENT][NEUTRAL] I can help with eligibility and benefits. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] So it's A F L M F E.
[CUSTOMER][NEUTRAL] A 684395384
[AGENT][NEUTRAL] And that's what they listed as the policy number on the card that you have?
[CUSTOMER][NEUTRAL] Uh, yeah, what's his member ID?
[AGENT][NEUTRAL] Uh, what, what is the member ID?
[CUSTOMER][NEUTRAL] That's what the the member ID is A.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK. And how do you spell the patient's?
[CUSTOMER][NEUTRAL] You said policy number?
[AGENT][NEUTRAL] Uh, yes, there might be an inpatient or out there might be an inpatient or outpatient number that's listed on the card perhaps.
[CUSTOMER][NEUTRAL] OK, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I just see it has member ID group number and plan level.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh, what is the, the, uh, insured, how do you spell the insured's last name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the first name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I appreciate that and and uh her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much. I'll go ahead and look it up by the name and if I could just have a callback number please the event that we're disconnected.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] I appreciate that. [PII], I'm afraid I don't have anybody uh listed in our files named [PII]. So I'm not, I'm not really sure, uh, yeah, she's not coming up at all in our, in our system.
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] Oh my goodness, um, that is weird, um.
[CUSTOMER][NEUTRAL] Are you with American Financial Security Life Insurance?
[AGENT][NEUTRAL] No, this is American public life.
[CUSTOMER][NEUTRAL] OK then maybe I could dialed the wrong number. I'm sorry, I apologize, um.
[AGENT][NEUTRAL] No, no, that's fine. Well, I'm sorry I wasn't able to help you, [PII], but yeah, it's, uh, we're American Public Life, and it's, it's I think that's probably why I'm not able to find it.
[CUSTOMER][POSITIVE] OK, I'm sorry about that. You have a wonderful day, OK.
[AGENT][POSITIVE] That's quite right. Thanks for contacting ATM.