AccountId: 011433970860
ContactId: ea86998b-4432-47da-b69e-1a2e03ad34b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221690 ms
Total Talk Time (AGENT): 92458 ms
Total Talk Time (CUSTOMER): 113239 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/ea86998b-4432-47da-b69e-1a2e03ad34b5_20250124T20:51_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] from Mosaic Life Care. I'm calling uh just to get the um eligibility information for a patient's um policy.
[AGENT][NEUTRAL] OK, so you're needing just eligibility, [PII], or do you also need benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I just need to know if it's active or not.
[AGENT][NEUTRAL] Uh, sure, I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] It's 123455 00.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And then 757.
[CUSTOMER][NEUTRAL] 0268.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I wonder if it's too many zeros, but but.
[AGENT][NEUTRAL] Well, that's neither one of those numbers either way or a valid APL policy number. Were you trying to reach American Public Life?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm, yes, American Public. No, it's American Republic Life supplement.
[AGENT][NEUTRAL] OK, so that's a different company. You're speaking with American Public Life.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Not republic.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Public, OK, so, um, I will try.
[CUSTOMER][NEUTRAL] To find um because I don't have a card I just had this number um with um her ID number and her chart so um so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the phone number that you gave me isn't, I mean, did you call [PII]?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK, that's American Public Life, but you said that you were trying to reach American Republic. Is that correct?
[CUSTOMER][NEUTRAL] OK. Uh-huh
[CUSTOMER][NEUTRAL] Yes, yes, and that's what all of the.
[AGENT][NEUTRAL] Yes, that would be a different company. Mhm.
[CUSTOMER][NEUTRAL] Right, it sounds like it should be, um, and so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, can you look this person up to see if maybe um you have them in American public?
[AGENT][NEUTRAL] Do you have the full social of the subscriber?
[CUSTOMER][POSITIVE] Mm yes I do.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] We do not have anyone in our system with that social security number.
[CUSTOMER][NEUTRAL] OK, so it must be the wrong phone number for.
[AGENT][NEUTRAL] Yeah, I think probably they gave you the wrong phone number because it's the policy number, the first number and everything you gave me, you know, that, that is not our company's number anyway.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Are you guys in [PII]?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, all right, sounds good. All right, well thank you and sorry to bother your bother you to waste your time.
[AGENT][NEUTRAL] What, oh, you, you did not, [PII]? Not at all. Is there anything else I could help you with today?
[CUSTOMER][POSITIVE] No, that's it you have a good weekend OK?
[AGENT][POSITIVE] Well, thank you so much. I hope you do too, and thank you again for calling APL. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] Mm, bye-bye.