AccountId: 011433970860
ContactId: b53ca87c-cf8e-40a8-a974-9c67b0033814
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 397399 ms
Total Talk Time (AGENT): 83752 ms
Total Talk Time (CUSTOMER): 79716 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/b53ca87c-cf8e-40a8-a974-9c67b0033814_20250220T14:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from Part Urgent Care. I am calling to make sure a patient is eligible for their, uh, appointment today.
[AGENT][NEUTRAL] I can verify
[CUSTOMER][NEUTRAL] Um, I have a Cassandra.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] I can verify your eligibility. [PII], may I have the policy number?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Let's see, so the it says employee ID on their insurance card. It says D 47.
[CUSTOMER][NEUTRAL] 691144.
[AGENT][NEUTRAL] OK, that is not our policy number. Is there any other numbers on there?
[AGENT][NEUTRAL] Might say member ID or inpatient, outpatient cert number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I just see group number.
[AGENT][NEUTRAL] OK, I can do a name search.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] And her date of birth.
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And would she be the policy holder?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] There's several, one moment, I'm still searching.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you by chance have her social security number?
[CUSTOMER][NEUTRAL] Mm, let me get it one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK ma'am.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me see if that pulls up.
[AGENT][NEGATIVE] That didn't pull up either.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] I'm not showing her in our system.
[CUSTOMER][NEUTRAL] So this insurance says it says multi plan and.
[CUSTOMER][NEUTRAL] It says um surge.
[CUSTOMER][NEUTRAL] Member employee ID.
[CUSTOMER][NEUTRAL] Um, and it said the caller's number.
[CUSTOMER][NEUTRAL] For coverage.
[AGENT][NEUTRAL] Is it, is it [PII]?
[CUSTOMER][NEUTRAL] No, it, it was.
[CUSTOMER][NEUTRAL] 800833 0 yeah it was 4292 yes.
[AGENT][NEUTRAL] And which option did you choose? Did you choose 2?
[CUSTOMER][NEUTRAL] I believe so. So, so it's supposed to be option 2 and, and what else?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] And then you'll reach IMA, which is the administrator to the plan, and sometimes once they issued the policies, they have not pulled over into our system yet. So she could be active, just not on our end, we can't verify on our end because it hasn't came over yet.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] So it will be option 2.
[AGENT][NEUTRAL] Yes, I will transfer you over and then just choose option 2.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Hi, you're so welcome and thank you for calling American Public Life. Have a great day. One moment.
[CUSTOMER][NEUTRAL] Alright you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling IMA.