AccountId: 011433970860
ContactId: cdc8d30e-5ff0-4beb-9fee-c4b5a914272d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 451519 ms
Total Talk Time (AGENT): 75437 ms
Total Talk Time (CUSTOMER): 90896 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/cdc8d30e-5ff0-4beb-9fee-c4b5a914272d_20250407T15:45_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I need help with things.
[AGENT][NEUTRAL] OK, and what was your name again?
[CUSTOMER][NEUTRAL] [PII] Last name is [PII].
[AGENT][NEUTRAL] OK, do you have a good callback number to you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] It's A as in Alpha, M as in Mary, H as in Harry, 6,216,280.
[CUSTOMER][NEUTRAL] Yeah that's
[AGENT][NEUTRAL] I'm not pulling up that number. What's the last name of the patient?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] The last name, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] How do you spell it?
[CUSTOMER][NEUTRAL] Sure. It's L as in Lima, E as in Echo, O as in Oscar, N as in Nancy, A as in Alpha, R as in Romeo, D as in Delta.
[AGENT][NEUTRAL] And your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, do you know what type of policy this is, or?
[AGENT][NEUTRAL] I've got a
[AGENT][NEUTRAL] Few different [PII].
[CUSTOMER][NEUTRAL] It's, it's
[CUSTOMER][NEUTRAL] Mhm. It's American Public Life.
[AGENT][NEUTRAL] Do you have a group number or product number? Do you have her social?
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, I don't have social security number.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] No, I said I don't have.
[AGENT][NEUTRAL] Oh, you don't have it. OK, let me see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did you say do you have a group number?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Um, do you have her birthday?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], sorry, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And we received payment for date of service [PII].
[AGENT][NEUTRAL] Yeah, I'm not, I'm not able to pull up the patient. Do you have a different policy number?
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] No, the policy number is same for both data service.
[AGENT][NEUTRAL] Um, let me check one other thing.
[AGENT][NEUTRAL] OK, I'm checking a few other things. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm not able to locate that patient. I can't, I'm not able to locate that date of birth.
[AGENT][NEUTRAL] Or policy number.
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] That's covered.
[AGENT][NEUTRAL] Do you have another policy number or another patient to check on?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, one moment.
[CUSTOMER][NEUTRAL] It's Medicare Supplement Plan D.
[AGENT][NEUTRAL] Um, we don't, we don't do any Medicare policies.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Do you have another patient you'd like to check on?
[AGENT][NEUTRAL] Or any other information you can provide?
[CUSTOMER][NEUTRAL] OK. I want to verify that your email ID is [PII].
[AGENT][NEUTRAL] No, that's not our payer ID.
[CUSTOMER][POSITIVE] OK. OK. Thank you so much. Bye-bye. Have a great day.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.