AccountId: 011433970860
ContactId: d1186151-e9c5-4f1e-8296-aa4421530f21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 332019 ms
Total Talk Time (AGENT): 98466 ms
Total Talk Time (CUSTOMER): 132493 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/d1186151-e9c5-4f1e-8296-aa4421530f21_20250404T15:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. This is [PII], and I'm calling from the provider's office for checking on an eligibility status for the patient.
[AGENT][NEUTRAL] OK, and [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] Sure. [PII]. It's your direct line.
[AGENT][NEUTRAL] Thank you. What is the policy number please?
[CUSTOMER][NEUTRAL] Uh, just give me a second, please.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. Uh, ma'am, the policy number which I have, um,
[CUSTOMER][NEUTRAL] 3386, ma'am. I only have this one.
[AGENT][NEUTRAL] That is not a policy number with APL.
[AGENT][NEUTRAL] Uh, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ma'am, uh, does the APL, uh, member ID start with?
[AGENT][NEUTRAL] I'm sorry, it starts with
[CUSTOMER][NEUTRAL] Uh, P, uh, means, sir, will that be alpha numeric?
[AGENT][NEUTRAL] It's numeric number uh numeric as far as the policy numbers, um, one moment.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] What I can try to look up the member by name. What's the member's last name, please? Last name only.
[CUSTOMER][NEUTRAL] Sure, ma'am.
[CUSTOMER][NEUTRAL] Sure. Girl, [PII].
[AGENT][POSITIVE] Thank you and the first name please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what type of policy does the member have that you're calling in regards to?
[CUSTOMER][NEUTRAL] Medical, ma'am. This is for medical.
[AGENT][NEUTRAL] Medical. OK, I'm still searching.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you verify the date of birth?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh, ma'am, the date of birth is on [PII].
[AGENT][NEUTRAL] I'm sorry, [PII]?
[CUSTOMER][POSITIVE] Yes, correct, ma'am.
[AGENT][NEUTRAL] OK. Would you happen to know what state the member resides in?
[CUSTOMER][NEUTRAL] Uh, yeah, [PII], ma'am. Do you need the address, anything like that?
[AGENT][NEUTRAL] No, no, I'm still trying to locate the member.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, now, do you have a group number for the member perhaps?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, group number, no, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 3rd.
[AGENT][NEUTRAL] You say he resides in the state.
[CUSTOMER][NEUTRAL] Uh, ma'am, I have a, uh, social security number. Will that be useful for you?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I can try.
[CUSTOMER][NEUTRAL] Uh, OK. Uh, the Social Security number [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That does not come up in our system?
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And you're calling American Public Life. I just want to make certain of that.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK, um, the social you provided does not appear in our system.
[AGENT][NEUTRAL] Um, and what number were you, what was the first number you're trying to give me was [PII].
[CUSTOMER][NEUTRAL] Uh, just a moment for that please.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]. Uh ma'am, actually, I have a group member of uh but it's alphanumeric. Uh, will that be fine?
[AGENT][NEUTRAL] Um, what is it?
[CUSTOMER][NEUTRAL] Uh, I have a, um, it's like I have an alphanumeric, uh, ID. I don't know whether it belongs to APL or not.
[AGENT][NEUTRAL] OK. Um, what is it?
[CUSTOMER][NEUTRAL] Uh, it is, uh, just a moment. Uh, it is P as in Papa, 0012990701. Can you just check this for me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] No, that is not one of our numbers as well. I apologize, [PII], um, I do not show this number in our system.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] No issues, ma'am.
[CUSTOMER][NEUTRAL] Uh, and ma'am, uh, can you also please help me with your name and the reference number for the call?
[AGENT][NEUTRAL] OK, my name is [PII]. We do not provide reference numbers. You can use my name and today's date, please. Thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Uh, sure. Thank you so much, ma'am. Thank you again. Have a great day. Bye-bye.
[AGENT][POSITIVE] You as well take care. Thanks for calling APL. bye bye.