AccountId: 011433970860
ContactId: d120087f-0ffa-4360-9cf6-1b19b9738d37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 446489 ms
Total Talk Time (AGENT): 114530 ms
Total Talk Time (CUSTOMER): 195091 ms
Interruptions: 3
Overall Sentiment: AGENT=0.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/d120087f-0ffa-4360-9cf6-1b19b9738d37_20250617T15:48_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII] may I assist you?
[CUSTOMER][NEUTRAL] Hi, uh, good morning. Calling from Progress. I'm sorry, Doctor [PII]'s office. I would like to get, um, eligibility for a patient.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII], um callback number [PII].
[AGENT][NEUTRAL] Could you repeat the last four digits of that number, [PII]?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] The last four digits of their phone number?
[CUSTOMER][NEUTRAL] Uh, yes, I will repeat it, the phone number, it's [PII].
[AGENT][NEUTRAL] Thank you. You only, I only heard it's [PII]. I'm not sure if my phone is going in and out of yours. Can I have the member's policy number that you're calling to verify eligibility for?
[CUSTOMER][POSITIVE] That's OK thank you.
[CUSTOMER][NEUTRAL] It is 001026943.
[AGENT][NEUTRAL] What is this member's name and date of birth and I'll be able to assist you.
[CUSTOMER][NEUTRAL] It's [PII]. Last name is uh [PII] First name [PII] [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] So you said the policy number was 01026943?
[CUSTOMER][NEUTRAL] Uh, that's what the patient provide us it's 00102.
[CUSTOMER][NEUTRAL] 6943.
[AGENT][NEUTRAL] I'm not pulling the member up by that name. Spell her first name?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] First name [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm not finding this member in the system. Do you have their social?
[CUSTOMER][NEUTRAL] The social, just give me one second, OK?
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hello, thank you for waiting. It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I have [PII], correct?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So I'm not pulling up that member with the social. Is she the policy holder?
[CUSTOMER][NEUTRAL] She is the policy holder, you know what, if can I give you the group number maybe under the group number you can find it or no?
[AGENT][NEUTRAL] Do you have a card?
[CUSTOMER][NEUTRAL] Yeah, I do have the card.
[AGENT][NEUTRAL] And what's the do it say American Public Life on the card?
[CUSTOMER][NEUTRAL] You know it says there is a multi plan and this is the number up here.
[AGENT][NEUTRAL] And what is the policy or certain number listed on the card?
[CUSTOMER][NEUTRAL] The policy, let me see.
[CUSTOMER][NEUTRAL] You know what, the car shows 12 hold on 34567880.
[CUSTOMER][NEUTRAL] OK, 1026943.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm not pulling her up in the system.
[AGENT][NEUTRAL] I searched her by the name, the social, the policy number that you provided.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Not even with the social?
[AGENT][NEUTRAL] No, ma'am. And normally with the social to pull up the policy, pull up that person's name, but her name is, is her name, what is how is her last name spelled on the card?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's spells like that [PII]. It's [PII]
[AGENT][NEUTRAL] I'm not pulling her up in the system.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And when does it say her effective date is on the card?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let me ask the patient, yeah.
[AGENT][NEUTRAL] Yes let me.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Because the policy number that you provided me is pulling up a completely different.
[AGENT][NEGATIVE] The number that you gave me in the beginning of the call is pulling up a completely different person.
[CUSTOMER][NEUTRAL] It is? OK.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEGATIVE] Not pulling her up, unfortunately.
[CUSTOMER][NEUTRAL] So it's not a
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it just says American Public Life.
[CUSTOMER][NEUTRAL] Um, let me see, American publicly.
[CUSTOMER][NEUTRAL] It just says that it's a multi plan and this is the number that appear but um let me check with the patient if there is another you know insurance.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] 9
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] yeah.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] OK, give me that policy number one more time.
[CUSTOMER][NEUTRAL] It's um 8 number 0102.
[CUSTOMER][NEUTRAL] 6943.
[AGENT][NEGATIVE] Still not pulling up in the system.
[CUSTOMER][NEUTRAL] That's OK. I will.
[AGENT][NEUTRAL] I pulled up a different system.
[CUSTOMER][NEUTRAL] I will talk to the patient then.
[AGENT][POSITIVE] I do apologize for the inconvenience. Is there anything else that I can assist you with, [PII]?
[CUSTOMER][POSITIVE] No worries, ma'am. No, thank you for your help. No worries, thank you. Thank you so much. Have a good day you too.
[AGENT][POSITIVE] Thanks for calling API. Have a good day. Goodbye.