AccountId: 011433970860
ContactId: bdaba0bd-f624-43f6-a25f-cdff363e9eec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267920 ms
Total Talk Time (AGENT): 73913 ms
Total Talk Time (CUSTOMER): 84257 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/bdaba0bd-f624-43f6-a25f-cdff363e9eec_20250106T18:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], and my name is [PII]. I'm calling from provider's office. I would like to check eligibility and benefits for specialist office visit.
[AGENT][NEUTRAL] OK, I can help you, [PII], with eligibility and benefits. What is your callback number, please?
[CUSTOMER][NEUTRAL] My callback number is [PII]. It's a direct call on extension.
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number please?
[CUSTOMER][NEUTRAL] And the policy number I have is M like Mary, 00.
[CUSTOMER][NEUTRAL] 171
[CUSTOMER][NEUTRAL] 17, R as in Romeo.
[AGENT][NEUTRAL] OK, that is not one of our policy numbers.
[CUSTOMER][NEUTRAL] I also have the Medicare number, ma'am.
[AGENT][NEUTRAL] You have what, sir?
[CUSTOMER][NEUTRAL] Uh, I also have the Medicare ID.
[AGENT][NEUTRAL] OK, can you give me that ID and let me look and see if that might be our policy.
[CUSTOMER][NEUTRAL] Yes, I'll repeat again. M like Mary.
[CUSTOMER][NEUTRAL] 00171
[CUSTOMER][NEUTRAL] 17, R as in Romeo.
[AGENT][NEUTRAL] No, sir, that is not our policy number.
[CUSTOMER][NEUTRAL] Can I identify the insurance name, number, phone number with this policy number?
[AGENT][NEUTRAL] Mm I can't look anything up with that policy number that is not, not ours.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Does not belong to APL.
[AGENT][NEUTRAL] Can you spell the first name is [PII], you said, [PII]?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you spell the last name for me?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, let me see if I can find it with that name.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] I'm looking to see if I can find.
[AGENT][NEUTRAL] The insured with by the name.
[CUSTOMER][POSITIVE] Mhm. Take your time.
[CUSTOMER][NEUTRAL] You
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I do not find a [PII] in our system.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] You may have it it it may be through a different company.
[CUSTOMER][NEUTRAL] Not.
[CUSTOMER][NEUTRAL] May I know their contact number?
[AGENT][NEUTRAL] Contact number?
[CUSTOMER][NEUTRAL] I have here as your name.
[CUSTOMER][NEUTRAL] American Family Life Insurance.
[AGENT][NEUTRAL] That's not us.
[CUSTOMER][NEUTRAL] Do I have the full name?
[AGENT][NEUTRAL] We're American Public Life. That's a different company.
[AGENT][POSITIVE] Well, I thank you for calling APL today. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, thank you. Have a great day. Bye for now.
[AGENT][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] You have a