AccountId: 011433970860
ContactId: e38f4075-ee5f-47fd-baa8-94bf6f08b135
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297149 ms
Total Talk Time (AGENT): 57269 ms
Total Talk Time (CUSTOMER): 107240 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/e38f4075-ee5f-47fd-baa8-94bf6f08b135_20250501T14:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello hon, um, my name is [PII]. I work in a dental office and I need a fax sent over of a patient that we're seeing of their benefits.
[AGENT][NEUTRAL] OK, [PII], I can help you with the fact back. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh yes, the number is [PII].
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] What was the what? I'm sorry?
[AGENT][NEUTRAL] Uh, the policy number of the patient?
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] The policy number I have her subscriber number, is that what you need?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it's 0221162.
[CUSTOMER][NEUTRAL] That's what I have on here anyway.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][POSITIVE] You're good.
[AGENT][NEUTRAL] And what was the patient name?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEGATIVE] OK. Yeah, that number didn't work. Um.
[CUSTOMER][NEUTRAL] Mm, and the information I have on here is wrong. That's that's part of the reason why I wanted her fax because, um.
[CUSTOMER][NEUTRAL] Well I guess when whoever set her up as far as insurance because it's it says American Public Life insurance and I, I know that's you guys, but I have like the group number but the subscriber ID that's as far as that number that's all I have but I don't know if you can.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] I get the date of birth matters so I can give you that. So the group number I have is 16068.
[AGENT][NEUTRAL] OK, and last name was [PII], is that correct?
[CUSTOMER][POSITIVE] Yes, [PII], yes.
[AGENT][NEUTRAL] Is she the insured or is this through a spouse?
[CUSTOMER][NEUTRAL] I'm sorry, it was a what, huh?
[AGENT][NEUTRAL] Is this for herself? Is she the insured or is this through a spouse? Do you know?
[CUSTOMER][NEUTRAL] Um, I think it's for her. It should be just through her, but it's for a dental because she's visiting our our dental office today.
[AGENT][NEUTRAL] Uh, looks like I have her spouse on the policy, but it's just an individual coverage, so I don't have her.
[AGENT][NEUTRAL] Listed
[CUSTOMER][NEUTRAL] You don't have her on there?
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Based on the group number you gave me.
[CUSTOMER][NEUTRAL] OK, um, I don't have her spouse's information.
[AGENT][NEUTRAL] Let me just try looking up by her name. OK, and what was her first name again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Make sure
[AGENT][NEUTRAL] Yeah, I'm not pulling up. Let me see. I think we might have a lapsed policy. Let me see.
[CUSTOMER][NEGATIVE] Nothing for her.
[AGENT][NEUTRAL] What's her date of birth?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, oh, let me go back. Um, let me go back. The date of birth is [PII].
[AGENT][NEUTRAL] OK, yeah, I showed this policy, um, that terminated [PII].
[CUSTOMER][NEUTRAL] Oh, so that one is actually.
[CUSTOMER][NEUTRAL] OK, so let me actually write that down because I don't know if she has that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alright, OK, sweetheart, uh, yeah, I think that's all the information that I need for right now. Thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mhm you too bye.