AccountId: 011433970860
ContactId: c0cf03c2-2868-484b-9ad0-e524315f97b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182750 ms
Total Talk Time (AGENT): 57517 ms
Total Talk Time (CUSTOMER): 84963 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/c0cf03c2-2868-484b-9ad0-e524315f97b5_20250224T14:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm calling from a pediatrician's office, and I wanted to confirm, um, do you cover travel vaccines?
[AGENT][NEUTRAL] Travel vaccines, um, I'll have to look at the policy, but I can definitely, uh, see what the coverage is. May I have your name and a contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] Thank you, [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is give me one second. OK, it is A as in apple 00751787.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I'm gonna see if this is an old policy. If not, this might not be the correct number, but it might be an older policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the thing is the only phone number.
[AGENT][NEUTRAL] Do you have the member's APL card with you?
[CUSTOMER][NEUTRAL] Um, hold on, let's see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, oh, but it's from [PII] and it says A as [PII].
[AGENT][NEUTRAL] And what's the member's first and last name?
[CUSTOMER][NEUTRAL] Uh, first name is [PII] and last name is [PII] [PII]
[AGENT][NEUTRAL] OK. No, that's bringing up a different family. Um, what's the
[AGENT][NEUTRAL] On the card, does it have the in-hospital or outpatient policy er number?
[CUSTOMER][NEUTRAL] Um, no.
[AGENT][NEUTRAL] What's the member's social?
[CUSTOMER][NEUTRAL] No, it
[CUSTOMER][NEGATIVE] That we don't, we don't ask for that, so I wouldn't have it.
[AGENT][NEUTRAL] OK, what's the, the policyholder's first and last name?
[CUSTOMER][NEUTRAL] Uh, [PII] and same last name [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Is this web TPA?
[AGENT][NEUTRAL] No, this is American Public Life.
[CUSTOMER][NEGATIVE] Uh, I don't know why this phone number was listed under our, OK, that's why. OK, I'm so sorry to have wasted your time. I hope you have a good day.
[AGENT][POSITIVE] You sure? OK, well, thanks for calling APM.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] All right have a good day bye bye.
[AGENT][POSITIVE] Alright you too have a great day bye bye.