AccountId: 011433970860
ContactId: da6ebb9b-489f-4fee-9f63-3b057b5cd5f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170509 ms
Total Talk Time (AGENT): 54977 ms
Total Talk Time (CUSTOMER): 56782 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/da6ebb9b-489f-4fee-9f63-3b057b5cd5f6_20250523T13:03_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. Last initial [PII]. I'm calling on behalf of the provider's office. I have a patient that um wanted.
[CUSTOMER][NEUTRAL] us to verify if we are in network with his insurance.
[AGENT][NEUTRAL] I'm sure I'll
[CUSTOMER][NEUTRAL] It's for a medical cardiology visit.
[AGENT][POSITIVE] OK. Yes, ma'am. I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number.
[CUSTOMER][NEUTRAL] He gave us the group number and I only have like his name and date of birth.
[AGENT][NEUTRAL] OK. What's his last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. One moment, I'm waiting on my system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And please verify his date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, I apologize. He's not coming up in our system. Not under that name and that date of birth.
[AGENT][NEUTRAL] Do you have his social?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I don't have that.
[CUSTOMER][NEUTRAL] I just have his name, date of birth. I have an address and a phone number.
[AGENT][NEUTRAL] OK, yeah. If you get the policy number or the um social security number, we can also try to look him up that way.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] OK, thank you for
[CUSTOMER][NEUTRAL] And what is this insurance called? I'm sorry?
[AGENT][NEUTRAL] This is American Public Life Insurance. Um, it's secondary gap insurance. What we do is cover the co-pay, the co-insurance, and deductible after the primary insurance processes a claim for coverage services.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] OK. I thank you again for calling APL. You have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.