AccountId: 011433970860
ContactId: e68d8913-c3f5-4592-9297-1a7073aab004
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237550 ms
Total Talk Time (AGENT): 71541 ms
Total Talk Time (CUSTOMER): 74002 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/e68d8913-c3f5-4592-9297-1a7073aab004_20250122T14:43_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from a doctor's office to ask about physical therapy benefits for this patient.
[AGENT][NEUTRAL] OK, do you have a callback number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] 02221091
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It was a patience.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Give me the policy number one more time, please.
[CUSTOMER][NEUTRAL] 02221091
[AGENT][NEUTRAL] So it's 32.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm sorry about that. What's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That name didn't come up. You said it was 02221091?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, whose name is the policy in or do you have their social?
[CUSTOMER][NEUTRAL] I only have the last 4 of their social.
[AGENT][NEUTRAL] OK, now tell me whose name it is. I can look it up by that.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the last name is [PII]
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not showing that name in the system.
[CUSTOMER][NEUTRAL] OK, so maybe their policy expired.
[AGENT][NEUTRAL] Uh, it would still be in the system, so.
[AGENT][NEUTRAL] Do they have American public life insurance?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] That's what it says here. It says American Public Life Insurance Company multi-plan.
[AGENT][NEUTRAL] And that's the policy number it had on it, 02221091.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's what's in our system. I don't have a copy of the card.
[AGENT][NEUTRAL] OK, I'm not showing him in the system, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well,
[AGENT][NEUTRAL] I would have to have the the correct policy number or his all the social security number.
[CUSTOMER][NEUTRAL] OK. Um, well, that's all you can do. Thank you for trying and I will have to contact the patient to get accurate information.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.