AccountId: 011433970860
ContactId: d6abe290-71d8-4505-9263-96d570133102
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304959 ms
Total Talk Time (AGENT): 59333 ms
Total Talk Time (CUSTOMER): 126817 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/d6abe290-71d8-4505-9263-96d570133102_20250313T18:05_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 [PII], my name is [PII] with Doctor [PII]'s office. I'm calling to find out if the patient requires a prior authorization for a procedure as well as what their deductible out of pocket is, um, and what the co-insurance is for the patient.
[CUSTOMER][NEUTRAL] And can you spell your first name for me?
[AGENT][NEUTRAL] It is spelled [PII] with the last initial of [PII] in today's date as the call reference.
[CUSTOMER][POSITIVE] Thank you Mr. [PII].
[AGENT][NEUTRAL] You're welcome, and may I please have the call back number and then the policy number?
[CUSTOMER][NEUTRAL] Absolutely it's [PII] and then the policy number, sorry, it's pretty long.
[AGENT][POSITIVE] Oh, no problem.
[CUSTOMER][NEUTRAL] Let me get here.
[CUSTOMER][NEGATIVE] I was on hold for 2 hours, so you caught me off guard.
[AGENT][POSITIVE] Oh wow. For us?
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] Yeah, I was on hold for 2 hours and 11 minutes and then it hung up on me yesterday, and by then it was almost 5. I was like I'm just gonna go home.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] So I was still pulling them up when I called you.
[CUSTOMER][NEUTRAL] And you click.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] So thank you for being so fast. Uh, it starts with AF, so A as in Amanda, F as in Frank.
[AGENT][POSITIVE] Oh, no problem.
[CUSTOMER][NEUTRAL] L as in Lima, M as in Mary, F as in Frank, E as in Edward, 4,683,900.
[CUSTOMER][NEUTRAL] Let me get to the rest of it I'm just waiting for it to load.
[AGENT][NEUTRAL] OK, now with that that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] So when I reached out to um.
[CUSTOMER][NEUTRAL] The AMP well AM public the care team because I was trying to create a log in.
[CUSTOMER][NEUTRAL] Um, they gave me your number to call.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] American Financial Security Life Insurance Sigma Care Plus 200+.
[AGENT][NEUTRAL] OK, so this is American Public Life.
[CUSTOMER][NEUTRAL] See, I don't know why they.
[CUSTOMER][NEUTRAL] Would have gave me your number then.
[AGENT][NEUTRAL] And a in public
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Care team gave you this number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so A in public is us, American Public Life.
[CUSTOMER][POSITIVE] Yeah, the website that it brought me to was y'all.
[AGENT][NEUTRAL] OK, may I have the member's first and last name?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And could you spell [PII] for me please?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And is it [PII]?
[CUSTOMER][NEUTRAL] Uh, so it's [PII], mhm.
[AGENT][NEUTRAL] At
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I'm not finding a member in our system with that date of birth.
[CUSTOMER][NEUTRAL] OK, I, I'll call the other number that um another person gave me.
[CUSTOMER][NEUTRAL] That I was on hold with um.
[CUSTOMER][NEUTRAL] And see if I can
[CUSTOMER][NEUTRAL] Get through that way.
[AGENT][NEUTRAL] Do you have the image of the card?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, so the image of the card, what is the insurance company?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's First Health Network.
[AGENT][NEUTRAL] OK, that's not us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, I appreciate your help, Ms. [PII], if you.
[CUSTOMER][POSITIVE] I appreciate your time.
[AGENT][POSITIVE] You're welcome and thank you so much for calling American Public Life [PII], have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye