AccountId: 011433970860
ContactId: aebef008-9d32-4b25-b705-b4b2b62261d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310040 ms
Total Talk Time (AGENT): 141227 ms
Total Talk Time (CUSTOMER): 87338 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/aebef008-9d32-4b25-b705-b4b2b62261d8_20250530T13:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AP. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hey, I am calling to see if I could get this patient's benefits.
[AGENT][NEUTRAL] All right, I can help you with that. Do you have a policy number?
[CUSTOMER][NEUTRAL] Yeah, um, the policy number is 00012311.
[AGENT][NEUTRAL] Alright, and are, are you a provider?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm the provider.
[AGENT][NEUTRAL] OK. And may I have your name, please?
[CUSTOMER][NEUTRAL] My name is [PII] the last [PII] is [PII].
[AGENT][NEUTRAL] [PII]. All right. Thank you, Ms. [PII]. Give me one moment while I pull the information up. We'll do a quick verification and then we'll go from there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Huh. All right. What's the name of the patient cause that didn't pull any, anybody in under that group number. I mean, that policy number.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's [PII] or [PII].
[AGENT][NEUTRAL] Can you spell that last name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let me take a moment to search. It seems to be a lot of people with that last name.
[AGENT][NEUTRAL] Miss [PII]. OK. And do you have the last, I think I found it. Let me take a look.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, may you, uh, can I get you to verify her date of birth and then her address, please? Excuse me.
[CUSTOMER][NEUTRAL] Uh-huh. Date of birth is under [PII].
[CUSTOMER][NEUTRAL] And the address that I have is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Very, you did as good as I'll ever do.
[AGENT][NEUTRAL] Oh, is that, yes.
[CUSTOMER][NEUTRAL] Holy cow like, hold on, let me see.
[AGENT][NEUTRAL] I'm calling it like the hotchi.
[AGENT][NEUTRAL] Like, like a hatchy.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] or something like that. Yes, yes, that was a very hard one. All right, and that zip code, please.
[CUSTOMER][NEUTRAL] It's a hard one.
[CUSTOMER][NEUTRAL] The zip code is [PII].
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] All right, and you're cover for benefits.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Um, I am not showing that Ms. [PII] has a current policy with us at this, at this time. Now, let me check her group as a whole.
[AGENT][NEUTRAL] And see what. OK. I bet she has, uh, they probably have a new provider she is going to need to get with her, um.
[AGENT][NEUTRAL] With her benefits department and see who the new provider is.
[CUSTOMER][NEUTRAL] OK. So, the reason
[AGENT][NEUTRAL] Uh, who the new insurance company is.
[CUSTOMER][NEUTRAL] And you guys don't know who that new one is?
[AGENT][NEGATIVE] No, ma'am. They, they're not with us anymore.
[AGENT][NEUTRAL] They changed, they changed insurance companies.
[CUSTOMER][NEUTRAL] That's weird cause right here.
[CUSTOMER][NEUTRAL] OK, because I see that she has an approval for something, but.
[AGENT][NEUTRAL] It may be with the new insurance company, is that approval with the American Public Life.
[CUSTOMER][POSITIVE] Absolute Solutions.
[AGENT][NEUTRAL] That that's not
[CUSTOMER][NEUTRAL] OK, you guys, uh, [PII].
[AGENT][NEUTRAL] I don't know. We're, we're American Public Life or APL. Yes, ma'am. That's why the policy number didn't match.
[CUSTOMER][NEUTRAL] APL. OK, so.
[CUSTOMER][NEUTRAL] OK, makes more sense.
[AGENT][NEUTRAL] She just needs to come and get their information from her, from her, from her, uh, benefits department with her employer.
[CUSTOMER][POSITIVE] All right, thank you so much.
[CUSTOMER][POSITIVE] OK, I will let her know thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, Ms. [PII]. You have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, you too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.