AccountId: 011433970860
ContactId: ea6442e7-a25d-4fcb-a4bc-b15c89769f20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197600 ms
Total Talk Time (AGENT): 70488 ms
Total Talk Time (CUSTOMER): 73076 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/ea6442e7-a25d-4fcb-a4bc-b15c89769f20_20250206T16:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], I was hoping you could um help me with a couple of things here. I'd like to first verify eligibility for this insurance.
[AGENT][NEUTRAL] OK. May I have your name?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII], last name [PII].
[AGENT][NEUTRAL] And are you calling from the provider's office or are you the insured?
[CUSTOMER][NEUTRAL] From the provider's office. I have an MPI if you're ready for it or a tax ID, whichever you prefer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, no, I just wanted to know if you were the insured or a provider. And spell your first name for me again, please?
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your callback number if we are disconnected, please, [PII]?
[CUSTOMER][NEUTRAL] Yeah, my direct line will be [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number please for the member?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Policy number is D as in dog.
[CUSTOMER][NEUTRAL] 43510615
[AGENT][NEUTRAL] OK, that would be a different number from our number one moment please.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] What is the patient's last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and verify the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. I was able to locate the member in your system. Um, are you calling for dental benefits, medical benefits?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] Yeah, one moment, let me check to see if there's any medical thing.
[CUSTOMER][NEUTRAL] Let me check it.
[AGENT][NEUTRAL] And I do not show that the member has any medical benefits with APL. OK, one, I'm sorry about that.
[CUSTOMER][NEUTRAL] No, you're fine. Um, you say it's APL.
[AGENT][NEUTRAL] Yes, APL, which stands for American Public Life.
[CUSTOMER][NEGATIVE] You know what, I actually think that my software may have the wrong number in for the insurance cause this does not look like APLs anywhere on this card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you verify your phone number for me?
[CUSTOMER][NEUTRAL] Change it
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Can you verify uh the phone number for me?
[AGENT][NEUTRAL] Can I verify our phone number for APL of course it is.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Of course. Give me one second. It is 1800-256-8606.
[CUSTOMER][NEUTRAL] Yeah, no, my apologies, I will go ahead and have our software. I'll retouch them and have them fix this because I think we have the wrong one in here entirely.
[AGENT][POSITIVE] OK, no problem, no problem, no problem. Is there anything else I can assist you with, please?
[CUSTOMER][NEUTRAL] My apologies.
[CUSTOMER][POSITIVE] I think that'll be all. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day. Mm bye.
[CUSTOMER][NEUTRAL] Mhm. Yeah.