AccountId: 011433970860
ContactId: cd72271e-9fe7-4e0f-9191-2425379f9a8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178300 ms
Total Talk Time (AGENT): 46012 ms
Total Talk Time (CUSTOMER): 83622 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/cd72271e-9fe7-4e0f-9191-2425379f9a8b_20250422T15:46_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, um, good, yeah, good morning. So my name is [PII]na calling to verify a patient for benefits, please.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can help you with benefits, and I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, OK. Do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Sure, [PII] is a direct line.
[AGENT][NEUTRAL] OK, thank you. And policy number of the patient?
[CUSTOMER][NEUTRAL] OK. The policy number is 20800065801.
[AGENT][NEUTRAL] Uh, that's, uh, numbers too long. We usually have 8 digits.
[CUSTOMER][NEUTRAL] I, I thought so. I thought so. I thought so. This is the ID number that we got from the patient, 2345.
[AGENT][NEUTRAL] And do you have the last name or social?
[CUSTOMER][NEUTRAL] OK, I have the last name is [PII]
[AGENT][NEUTRAL] OK, let me pull that up.
[AGENT][NEGATIVE] I'm still thinking, just running a little bit slow.
[CUSTOMER][POSITIVE] OK, no worries.
[AGENT][NEUTRAL] Uh, I didn't pull up that name. Do you have a group number by chance? or social?
[CUSTOMER][NEUTRAL] Mm, let me see what she wrote here.
[CUSTOMER][NEUTRAL] Uh, group number 1673781.
[AGENT][NEUTRAL] I don't have anything under that group, um.
[CUSTOMER][NEUTRAL] Nothing. I didn't think so either.
[AGENT][NEUTRAL] About that.
[CUSTOMER][NEUTRAL] OK, can we try group uh 20075?
[AGENT][NEUTRAL] Now, let's see.
[CUSTOMER][NEUTRAL] No, but that's her secondary insurance, no.
[AGENT][NEUTRAL] 20075
[CUSTOMER][NEUTRAL] Mm maybe.
[AGENT][NEUTRAL] OK, this one does. Let's see. OK. Uh.
[CUSTOMER][NEUTRAL] Oh there you go.
[AGENT][NEUTRAL] What was the first name?
[CUSTOMER][NEUTRAL] But this would be what her secondary insurance? American Public Life, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] This is their secondary mm.
[CUSTOMER][NEUTRAL] No, she's stating that she has UnitedHealthcare as her primary.
[AGENT][NEUTRAL] OK, um, do you need benefits though for this policy? Um, this is a secondary policy.
[CUSTOMER][NEUTRAL] Uh, no, because, no, no, no, because I would need the first, the first, um, the primary.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] It's not coming up. OK, OK, never mind, thank you so much for your help. OK, thank you.
[AGENT][POSITIVE] Hi, thank you for calling A