AccountId: 011433970860
ContactId: af01249a-87f9-4d30-90cd-4e3b97d4a766
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 514030 ms
Total Talk Time (AGENT): 115471 ms
Total Talk Time (CUSTOMER): 144835 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/af01249a-87f9-4d30-90cd-4e3b97d4a766_20250219T14:22_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], my name is [PII]. I was calling to get benefit information or well I have the card in front of me for this patient, uh, with the providers.
[CUSTOMER][NEUTRAL] I'm just trying to find out uh which insurance this would fall under if that makes sense.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah my direct line is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah it is.
[CUSTOMER][NEUTRAL] 259.
[CUSTOMER][NEUTRAL] 2902.
[AGENT][NEUTRAL] Thank you, [PII], hold on one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] The, the patient's name is, OK, his first name, I'm gonna have to spell it, is [PII], last name [PII].
[CUSTOMER][NEUTRAL] It looks like his wife is the insurer or.
[AGENT][NEUTRAL] OK, and his date of birth?
[CUSTOMER][NEUTRAL] His date of birth [PII].
[AGENT][NEUTRAL] And you were needing some benefits?
[CUSTOMER][NEUTRAL] I do and I do also need what is I know it's APL, but is it under like PHCS, uh, you know, like the actual insurance?
[AGENT][NEUTRAL] I don't know what that is.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's just American Public Life.
[CUSTOMER][NEUTRAL] So the name of the insurance is just OK got it and I did.
[AGENT][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] I do need to know, OK, so I'm calling for home health. I need co-pay, co-insurance, deductible out of pocket for in and out of network, and I need to see if we're in or out of network also.
[AGENT][NEUTRAL] OK. Hold on just a moment. I'll get you somebody to help you with that, OK?
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh, I get back to the call now.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] I don't know, no.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hey, so, I have an HR call. They're wanting benefits for home help.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. All right. Do you have a name or callback number?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Her callback number is [PII].
[CUSTOMER][NEUTRAL] OK, and did she provided a policy number?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Policy number is 02592902.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And I don't know if she hung up or I can't get back to her. I don't know what happened.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] It's OK. Go ahead and put her through. Let me see what I can do.
[AGENT][NEUTRAL] Hold on just a second. I don't know if my phone's working right or either she hung up.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't know how to switch it back to her, I switch it over to you. It's not, so apparently she
[CUSTOMER][NEUTRAL] If you don't see it in the top, that means that if she's not there, but if you, um, if you have an option to just join, just go ahead and just click on it and you can just let it go. But yeah, she's not, her phone number is not in the top, she's not there no more.
[AGENT][NEUTRAL] Let's see. Hold on. Oh, my phone must be messing up then.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on just a second. I'm sorry.
[CUSTOMER][NEUTRAL] OK. That's OK.
[AGENT][NEGATIVE] She must have hung up cause I don't, all I say.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, you see, like call, mute, or do you see join or you don't see joint?
[AGENT][NEUTRAL] I don't see it anymore.
[AGENT][NEUTRAL] I don't see. I, all I see is my available up here and that's it. I don't see. Usually, it says switch over, but it don't say any of that. So she might have hung up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, you can just end the call, yeah, I'll go ahead and call her and you said it's [PII]?
[AGENT][NEUTRAL] Can you give her a call back?
[AGENT][NEUTRAL] [PII], yes, and her name was [PII].
[CUSTOMER][POSITIVE] It's [PII]. OK, OK, got you, and you're welcome. Is it no problem. Don't worry.
[AGENT][NEUTRAL] Thank you. I'm sorry. I don't know what happened to my phone.
[AGENT][NEUTRAL] Uh, or she hung up one. I'm not sure.
[CUSTOMER][POSITIVE] Probably, yeah. OK. You're welcome. Have a good day. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Good morning. This is [PII].