AccountId: 011433970860
ContactId: beb236ba-5117-401c-878b-d2dff2639fa6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195300 ms
Total Talk Time (AGENT): 64271 ms
Total Talk Time (CUSTOMER): 102021 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/beb236ba-5117-401c-878b-d2dff2639fa6_20250604T16:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I have um a patient who recently um subscribed to your plan and I just need to know um her benefits.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK Miss [PII], I get with benefits.
[CUSTOMER][NEUTRAL] Like if she has co-pays or yeah.
[AGENT][NEUTRAL] Yes ma'am, definitely, um, what is your callback number ma'am and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] The name of the facility is Novacare Rehabilitation. It's physical therapy.
[CUSTOMER][NEUTRAL] And my number is [PII].
[CUSTOMER][NEUTRAL] 0200.
[AGENT][NEUTRAL] Thank you and may I please have the patient name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure, um, hold on one moment.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK her name is [PII].
[CUSTOMER][NEUTRAL] [PII] and that's [PII]
[CUSTOMER][NEUTRAL] Her birth date is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And did you need her ID number too?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, do you need all the letters or just the numbers?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] The full um.
[AGENT][NEUTRAL] Uh, policy number. Yes, ma'am.
[CUSTOMER][NEUTRAL] The whole thing
[CUSTOMER][NEUTRAL] OK, so it's A as in apple, F as in fox.
[CUSTOMER][NEUTRAL] M as in mother, F as in [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, on that card that you're looking at, does it say American Public Life or APL?
[CUSTOMER][NEUTRAL] It says American Financial Security Life Insurance Company, First Health Network, and then Sigma Care Plus 100.
[AGENT][NEUTRAL] OK, so that is not the company that you called our company is American Public Life.
[CUSTOMER][NEUTRAL] Ah,
[CUSTOMER][NEUTRAL] Ah, OK.
[AGENT][NEUTRAL] Yes ma'am
[CUSTOMER][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Yes, now I can if you give me her social I can look and see if she does have any policies with us.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] I don't have her social we don't generally use that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] All right. Well, you're very welcome. I hope um you have a wonderful day, Miss [PII], and thank you for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm bye-bye, ma'am.
[CUSTOMER][POSITIVE] No problem, take care.
[AGENT][NEUTRAL] Yes ma'am.