AccountId: 011433970860
ContactId: ae71c380-9754-4160-8e65-1185c4bfaaa7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259059 ms
Total Talk Time (AGENT): 67783 ms
Total Talk Time (CUSTOMER): 112749 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/ae71c380-9754-4160-8e65-1185c4bfaaa7_20250314T17:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, this is [PII]. I was just calling um to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah it's gonna be [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] It's gonna be 486-081-93.
[AGENT][NEUTRAL] OK, that's too many numbers for our policy number. Do you have their social?
[CUSTOMER][NEUTRAL] I don't, um, I could ask for it.
[AGENT][NEUTRAL] Whose names the policy?
[CUSTOMER][NEUTRAL] Para [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Spell the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hold on, I'll see if I can find a buyer name.
[AGENT][NEUTRAL] What's your date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] I couldn't find it in our system. Is there any way you can get the the social?
[CUSTOMER][NEUTRAL] Yeah, um, for [PII].
[CUSTOMER][NEUTRAL] Um, me puede, uh, notar to seguro Social esqueno estan not the contract and numeral que medies the member ID.
[CUSTOMER][NEUTRAL] Thank you verifica con el Seguro Social reso.
[CUSTOMER][NEUTRAL] OK, she's getting that right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have a copy of her card?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] She has a copy, um, but the number that.
[AGENT][NEUTRAL] I was wondering.
[AGENT][NEUTRAL] I was wondering if it had American Public Life on it because that don't sound one, that's not one of our policy numbers at all.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well it says Carrington and that's the number that I called for it and um this is where it brought me to you guys I don't know if that's the same.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Are you guys Carrington?
[AGENT][NEUTRAL] Um, we're not Carrington, we only use Carrington's network.
[AGENT][NEUTRAL] So she may have Carrington.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, is there any way that you can transfer me or give me a number?
[AGENT][NEUTRAL] I can give you the number.
[CUSTOMER][NEUTRAL] OK, what's that number?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Sorry, it's [PII].
[AGENT][NEUTRAL] 0523. Did you get her social? I can try by the social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I, I got la se so.
[CUSTOMER][NEUTRAL] S.
[CUSTOMER][NEUTRAL] See, uh-huh, guess. [PII].
[CUSTOMER][NEUTRAL] No. OK, it's gonna be [PII]. OK, [PII]. Hi, do you need your next appointment? OK, did they tell you what it was for? Uh, I get my.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] No, ma'am, we do not have her in our system. She may be through [PII] then.
[CUSTOMER][POSITIVE] OK then thank you so much that's all that I needed.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Mm you too bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.