AccountId: 011433970860
ContactId: a82e7441-a7d1-4372-943b-7195362d1bdb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149559 ms
Total Talk Time (AGENT): 61357 ms
Total Talk Time (CUSTOMER): 41400 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/a82e7441-a7d1-4372-943b-7195362d1bdb_20250211T17:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, eligibility, please.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is let's see.
[CUSTOMER][NEUTRAL] 000.
[CUSTOMER][NEUTRAL] AMS 026288.
[AGENT][NEUTRAL] Do you have the member's ID card there with you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me see if that's on file.
[CUSTOMER][NEUTRAL] Mm yes, let me pull that up.
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK, and on the card, do you say, um, do you see anywhere that says inpatient or outpatient policy certificate number?
[AGENT][NEUTRAL] It's just start with a 01 or 02, it may say member ID as well.
[CUSTOMER][NEUTRAL] No, nothing on there says that.
[CUSTOMER][NEUTRAL] Front or back?
[AGENT][NEUTRAL] OK, um, do you see APL to the top left corner?
[CUSTOMER][NEUTRAL] APL
[AGENT][NEUTRAL] Yes, American Public Life.
[CUSTOMER][NEUTRAL] American Republic.
[AGENT][NEUTRAL] Oh, you're trying to get American Republic. That's a different insurance company. Um, did you call 90 Degree Benefits like an [PII] number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, no, that's not it either. Um, sometimes when they call, when people call 90 degrees, they are redirected to us, but that's not their number. Um.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] So yes, you're calling American Public Life, not American Republic.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But we're not affiliated with them. I'm sorry, I would have offered you a number or something, but I'm not sure how to reach them.
[CUSTOMER][NEUTRAL] So, hm.
[CUSTOMER][NEUTRAL] I'll just go for the number on the back of the card. I'm going by the number that one of the girls put in as far as the insurance, it just must be a wrong number.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Mhm. All right, hon, thank you.
[AGENT][POSITIVE] You're very welcome, [PII]. Well, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.