AccountId: 011433970860
ContactId: c0ab1471-3d89-4367-bea7-e33d43cac7a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 406950 ms
Total Talk Time (AGENT): 149502 ms
Total Talk Time (CUSTOMER): 150878 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/c0ab1471-3d89-4367-bea7-e33d43cac7a4_20250324T18:26_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on behalf of provider's office to check on my eligibility.
[AGENT][NEUTRAL] Sure, I can assist you with that. What was your name? Could you provide me with the spelling of it?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] I can barely hear you. Could you repeat yourself?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, it's [PII].
[AGENT][POSITIVE] [PII], thank you.
[AGENT][NEUTRAL] Can I have a callback number for you and that policy number is.
[CUSTOMER][NEUTRAL] The callback number would be [PII].
[CUSTOMER][NEUTRAL] And the policy number would be 2187.
[CUSTOMER][NEUTRAL] 265-553.
[AGENT][NEUTRAL] So is this a policy number or a social because it's too long.
[CUSTOMER][NEUTRAL] This is the
[CUSTOMER][NEUTRAL] Number which I have as member ID.
[AGENT][NEUTRAL] OK, so could you provide it to me again because I think it's the social business is not pulling up a policy.
[CUSTOMER][NEUTRAL] Yeah. That would be 218-726-553.
[AGENT][NEUTRAL] What is this member's name?
[CUSTOMER][NEUTRAL] Yeah. The first name is [PII], and the last name is [PII].
[AGENT][NEUTRAL] Spell her last name?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Could you provide me with the spelling of her last name?
[CUSTOMER][NEUTRAL] Yeah. That is [PII].
[AGENT][NEUTRAL] So that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's her first name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Hold on, ma'am.
[AGENT][NEUTRAL] I didn't hear you.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Can I spell it out?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, please. I just didn't catch the first letter of it because you're going fast and I have to type the letters in.
[AGENT][NEUTRAL] And I can barely hear you. It's like a static. Mhm.
[CUSTOMER][POSITIVE] It's [PII] [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] What city and state does [PII] live in?
[CUSTOMER][NEUTRAL] CV would be, just a minute.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] I'm not showing this memory in the system. Are you sure she has a policy with American Public Life?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not showing a barber in the system. Do you have a copy of her card?
[CUSTOMER][NEUTRAL] Um, just a minute.
[CUSTOMER][NEUTRAL] Yes, I have.
[AGENT][NEUTRAL] So it should say policy or certain number on that card.
[AGENT][NEUTRAL] Should say inpatient or outpatient sir or policy number?
[CUSTOMER][NEUTRAL] Just a minute. Let me check out here.
[CUSTOMER][NEUTRAL] Here, um, here, I don't have the policy number. Here it is 0220310.
[AGENT][NEUTRAL] Repeat it again.
[CUSTOMER][NEUTRAL] It's 0220310.
[AGENT][NEUTRAL] It's not pulling up the policy. Uh, do you, so do the cards say American Public Life?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So what else does the card say besides American Public Life?
[CUSTOMER][NEUTRAL] Here, I have a section of my address.
[AGENT][NEUTRAL] No, on the car.
[CUSTOMER][NEUTRAL] So the member ID which I have is
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Here it is, it is like American Public Life, the plan name.
[AGENT][NEUTRAL] So but what is the policy or certain number like on the card, what else is listed there? Is there a set of numbers listed on the card?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Just the member's name, address, phone number, date of birth, policy number.
[AGENT][NEUTRAL] What is the poli what's the number besides the policy number?
[CUSTOMER][NEUTRAL] And the plan name.
[CUSTOMER][NEUTRAL] That is 022 0310.
[AGENT][NEUTRAL] That's not pulling up a policy. I'm not sure if you have the correct the correct company because I've searched by the social and the well the number to see was it the social and I didn't pull up the member in by the name and I didn't pull up the member. So you may wanna reach out to the member to verify what's their policy number because I'm not pulling the policy up in the system.
[CUSTOMER][NEUTRAL] But your
[AGENT][NEUTRAL] And I ask you, did you have a copy of the card?
[CUSTOMER][POSITIVE] OK. Thank you so much. And can I get
[AGENT][NEUTRAL] And you said you do, but all of that is not listed on there. It wouldn't be the address of the patient on the card. It'll have American Public Life, but it also would have numbers like a certain number or a policy number or inpatient er number, outpatienter number. I'm not sure if you're looking at the back of the card or the front of the card.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK. Thank you so much. And can I get your name and the reference number for this call?
[AGENT][NEUTRAL] My name is [PII], and today's date is a reference reel because we don't provide reference numbers unfortunately.
[CUSTOMER][POSITIVE] Yeah. Thank you so much for assisting me. Have a great day. Bye for now.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day. Bye.