AccountId: 011433970860
ContactId: 9fc94a20-6668-4ff6-86e0-cd79aafae9bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 453440 ms
Total Talk Time (AGENT): 92475 ms
Total Talk Time (CUSTOMER): 130814 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/9fc94a20-6668-4ff6-86e0-cd79aafae9bc_20250217T15:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII].
[AGENT][NEUTRAL] Your name was what please? Can you repeat that for me?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] And what is your callback number?
[CUSTOMER][NEUTRAL] So I'm
[CUSTOMER][NEUTRAL] Uh, it's a direct line. The number is [PII].
[AGENT][POSITIVE] Thank you and then how can I help you today?
[CUSTOMER][POSITIVE] Thank you so much, ma'am. So I'm checking the visibility status for one of our members.
[AGENT][NEUTRAL] You're checking the eligibility for a member. Is that correct, sir?
[CUSTOMER][POSITIVE] Yes, yes, yes.
[AGENT][NEUTRAL] OK, I can help you with eligibility, [PII]. Uh, what is the patient's name?
[CUSTOMER][NEUTRAL] One second, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's the patient's last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what's the patient's date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Policy number is A as in Apple F as in Frank LMFE as in Edward.
[CUSTOMER][NEUTRAL] 1683
[CUSTOMER][NEUTRAL] 89
[CUSTOMER][NEUTRAL] 82
[CUSTOMER][NEUTRAL] 19
[AGENT][NEUTRAL] OK, that is not one of APL's policy numbers. Do you have another number?
[CUSTOMER][NEUTRAL] One second, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] It's that's the ma'am uh ID that I have in my record.
[CUSTOMER][NEUTRAL] And uh can you please help me find the member's correct ID?
[AGENT][NEUTRAL] OK, are you supposed to be calling American Public Life?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, can you spell the first name for me?
[CUSTOMER][NEUTRAL] One second, ma'am. So, the first name is [PII].
[AGENT][NEUTRAL] OK, and the last name, can you spell that for me, please?
[CUSTOMER][NEUTRAL] Yes, ma'am. Sure. [PII].
[AGENT][NEUTRAL] OK, and do you have the insured's social security number?
[CUSTOMER][NEUTRAL] One second, ma'am.
[CUSTOMER][NEUTRAL] I need to check on the system and allow me a moment.
[AGENT][POSITIVE] OK. Yes, please take your time.
[CUSTOMER][POSITIVE] Thank you so much, ma'am.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Ma'am, uh,
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm just checking, checking on, on the system and uh is it possible uh you can check with the member's mailing address.
[AGENT][NEUTRAL] OK. Can you tell me what state the member lives in?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII]. OK, let me look.
[AGENT][NEGATIVE] I do not see a [PII] in our system that lives in [PII].
[CUSTOMER][NEUTRAL] OK, ma'am. Just allow me a moment. Uh, uh, let, let me, let me try on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You can, ma'am, let me provide you the SSN number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. So the, so the SSN number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me read it back [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let me look.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] There is no [PII] with that social security number in our system.
[CUSTOMER][NEUTRAL] OK, ma'am.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And can I get the uh call reference number for this call?
[AGENT][NEUTRAL] Yes you can use my name it's [PII] and today's date.
[CUSTOMER][NEUTRAL] And do you have last first initial to your name?
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] Thank you so much, ma'am. I hope you have a wonderful day.
[AGENT][POSITIVE] You too, [PII], thank you for calling APL you have a good week bye bye.
[CUSTOMER][NEUTRAL] Bye for now. Bye.