AccountId: 011433970860
ContactId: cf89a053-8e91-44b8-a9b8-573fa55dba0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162759 ms
Total Talk Time (AGENT): 50089 ms
Total Talk Time (CUSTOMER): 88696 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/cf89a053-8e91-44b8-a9b8-573fa55dba0d_20250218T18:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, how are you, ma'am? My name is. I'm calling from Nicholas Children's Hospital Endocrinologist department. We do have a common patient who has an appointment with us. I'm just trying to verify the insurance, please.
[AGENT][NEUTRAL] Could you spell your name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] Yeah, that's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] The policy number is uh give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This card is not so clear. I just see this the oh OK, so 01659534 ML 8.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah it's gonna be [PII].
[CUSTOMER][NEUTRAL] And the date of birth is gonna be [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And you're needing benefits for this member?
[CUSTOMER][POSITIVE] Yeah, um, yes please.
[CUSTOMER][NEUTRAL] The it's endo endocrinology specialist.
[CUSTOMER][NEUTRAL] Mom is saying that she did yeah mhm I'm sorry.
[AGENT][NEUTRAL] OK, so this member does have.
[AGENT][NEUTRAL] This member does have a different policy number. Are you ready for that?
[CUSTOMER][NEUTRAL] Uh, OK, so what's the, what's the policy number?
[AGENT][NEUTRAL] The policy number is 02.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 50
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 2551.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it does show that the effective date is [PII] and currently active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, is there a new reference number for, yeah, I want a reference number for the call, please.
[AGENT][NEUTRAL] And I'm pulling the
[AGENT][NEUTRAL] Yes, the reference number would be my first name [PII], which is spelled [PII] last [PII] of [PII] and today's date.
[CUSTOMER][NEUTRAL] So the thing is
[CUSTOMER][NEUTRAL] The last initial is [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII], OK, and uh today's date, OK, so let me repeat the policy number 02502551.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you so much ma'am. I appreciate your help thank you bye bye.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life. Have a great day.