AccountId: 011433970860
ContactId: dcda3c12-07d3-42b8-8b01-0d97d7a454c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247699 ms
Total Talk Time (AGENT): 71706 ms
Total Talk Time (CUSTOMER): 64581 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/dcda3c12-07d3-42b8-8b01-0d97d7a454c3_20250210T21:59_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi. My name is [PII] and I'm calling from [PII] on a recorded line. Actually, I need to check eligibility for a patient. Will you please help me with it?
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's a [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patients, OK. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] It's a direct line.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, sure, the patient policy number is.
[CUSTOMER][NEUTRAL] 863-978-189.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] Bear with me, I'm waiting on my system.
[AGENT][NEUTRAL] OK, what's the name and date of birth of the patient?
[AGENT][NEGATIVE] Well, the policy number you provided to me is not correct. It's too many numbers. Uh, is this the social?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Uh, no, no, it's from facility.
[AGENT][NEUTRAL] No, the, the number you gave me, the 863-978-189, you told me that's the policy number. That's too long to be one of our policy numbers. Is that a social?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, but I have the policy number 863-978-189.
[AGENT][NEUTRAL] That's not our policy number. Do you have a copy of the card?
[CUSTOMER][NEUTRAL] Mm. All right, let me check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] No, this is, uh, we check, uh, it's 300183.
[AGENT][NEUTRAL] You said 300183?
[CUSTOMER][NEUTRAL] It's a subscriber ID number.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] One moment
[AGENT][NEUTRAL] And that number is for APL.
[AGENT][NEUTRAL] Mm. Yes, not pulling our information.
[CUSTOMER][POSITIVE] Yeah, it's Optimid Health.
[AGENT][NEUTRAL] Um, we are American Public Life. Do you have the policy for American Public Life?
[CUSTOMER][NEUTRAL] No, I need Optimed health insurance plan.
[AGENT][NEUTRAL] We're not optimate. We, we have no relationship with another third party. We're just American public life.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome, Mr. [PII]. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, thank you.