AccountId: 011433970860
ContactId: bdedb25c-2e79-4a62-a1ec-b7bc7e365018
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305390 ms
Total Talk Time (AGENT): 102704 ms
Total Talk Time (CUSTOMER): 100712 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/2025/06/06/bdedb25c-2e79-4a62-a1ec-b7bc7e365018_20250606T21:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Tech Med Ambulance Company. I was calling to verify a patient's insurance, um, so we could submit a claim to you guys.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility or benefits, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's area code [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, I have, uh, you want the prefix?
[CUSTOMER][NEUTRAL] As well?
[AGENT][NEUTRAL] Um, no, just the numbers.
[CUSTOMER][NEUTRAL] Um, I have 684-453-089.
[AGENT][NEUTRAL] Um, that's too long to be one of our policy numbers. Is that a social?
[CUSTOMER][NEUTRAL] No, it's, it, it comes with [PII]. It comes with 8 prefixes and then the number followed behind it for American Public Life. It's supposed to be like a it says limited policy, but it says you guys are her primary.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yes. OK, let's do a name search because yeah, that's too many numbers. OK, um, may I have the spelling of the last name?
[CUSTOMER][NEUTRAL] And I have the name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, and the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So it's [PII]?
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm just gonna say that.
[AGENT][NEUTRAL] OK, thank you one moment, let me see if I can find this number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have an address for Mr. [PII]?
[CUSTOMER][NEUTRAL] I have [PII], um, and that's let's see.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me try one more time.
[AGENT][NEUTRAL] No, I don't have that member pulling out for me. Um.
[AGENT][NEUTRAL] Mm, let me try that number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, I'm not pulling [PII] away um with that address in our system.
[AGENT][NEUTRAL] Um, let me check this one. what is, um, let me see if he just maybe change the address or something. Let me have his date of birth.
[CUSTOMER][NEUTRAL] That's the address we have on file for them.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Let me try that number that you provided to me as a social long enough to be a social one.
[CUSTOMER][NEUTRAL] I have a social security number.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm mm it's not pulling in our system with that social either.
[CUSTOMER][NEUTRAL] And this is American Public Life, correct?
[AGENT][NEUTRAL] This is American Public Life, correct. Mhm.
[CUSTOMER][NEUTRAL] OK, OK, I was just making sure because it's on the face sheet with the phone number and everything and I just wanted to make sure, um, reaching out to the right person, uh, do you have a reference number for this call?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And how do you spell your name?
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] OK, I just wanna make sure I'm spelling it right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, that's all I needed thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. This is, um, have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm.