AccountId: 011433970860
ContactId: eb5a21ea-fa2a-4f92-9596-8230a009ae5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234600 ms
Total Talk Time (AGENT): 95077 ms
Total Talk Time (CUSTOMER): 82539 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/eb5a21ea-fa2a-4f92-9596-8230a009ae5f_20250506T14:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] at Doctor [PII] Presley's office. How are you?
[AGENT][POSITIVE] I'm doing well, [PII] how are you?
[CUSTOMER][NEUTRAL] Good, I'm trying to confirm coverage on a patient and get some information. Can you help me please?
[AGENT][POSITIVE] Yeah, absolutely I can check eligibility and whatever information you need. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, I have a social security number. Can you look it up by that number?
[AGENT][POSITIVE] Yeah, definitely.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] And what was the name for the member?
[CUSTOMER][NEUTRAL] Uh first name spelled [PII]
[AGENT][NEUTRAL] OK. I did not get a result. Oh sure, yes, of course.
[CUSTOMER][NEUTRAL] Can you hold on for me just a second please? Hold on.
[CUSTOMER][NEUTRAL] OK, I'm so sorry. What did you say now? You did not find anyone?
[AGENT][POSITIVE] No, that's all right.
[AGENT][NEUTRAL] I didn't get a result with that social, so I'm gonna read that back to make sure I heard it correctly um that social was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] OK, yes, I did not get a result with that um if you wouldn't mind the only other way I can search uh if you wouldn't mind spelling out the first and last name for me again please?
[CUSTOMER][NEUTRAL] OK, first name [PII], last name [PII]
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. No, I do not have anyone with that name in our system.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] He just has a card that has some medical uh information on it um.
[AGENT][NEUTRAL] Does it say APL or American Public Life?
[CUSTOMER][NEUTRAL] No, it does not say anything.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] It says benefits and a card.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh, that, OK. Benefits in the card is different. That is, um,
[AGENT][NEUTRAL] I can give you their information. We do work with them uh on occasion as sometimes they are part of a multi plan uh but it does not appear that this member has a plan with us, so they might be able to provide you with more information. Give me just a moment.
[CUSTOMER][POSITIVE] OK, that'd be great.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Do you have a number for them?
[AGENT][NEUTRAL] Yes, let me get that.
[AGENT][NEUTRAL] OK, let me know when you're ready for that.
[CUSTOMER][POSITIVE] I'm, I'm ready.
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if you'd like I can uh go ahead and transfer you to them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure that'd be great thank you so much.
[AGENT][POSITIVE] OK, of course I'm just gonna put you on a brief hold while I get them on the line. I hope you have a great rest of your day, [PII].
[CUSTOMER][POSITIVE] Mhm thank you uh huh you too thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol pres.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality.