AccountId: 011433970860
ContactId: ec35cfe0-1b50-42e2-af69-e39eb07fba69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168919 ms
Total Talk Time (AGENT): 72969 ms
Total Talk Time (CUSTOMER): 77898 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/ec35cfe0-1b50-42e2-af69-e39eb07fba69_20250116T17:58_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] Yeah, hi, this is [PII] calling from the Jason sponsored patient program on behalf of doctor. Yeah.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Am I audible?
[AGENT][NEUTRAL] I'm sorry. I could not hear the first part of whatever you said. You were not audible.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah. Sorry for that. Uh, this is [PII] calling from the Jansen sponsored patient support program on behalf of Doctor [PII] to verify insurance benefit for a patient. Before we begin, I need to inform you that this call is being recorded for quality assurance and training purposes. How are you doing today?
[AGENT][NEUTRAL] OK. I'm good, [PII], and you?
[CUSTOMER][POSITIVE] Yeah, I'm doing great. Thanks for asking. Could you please spell your name with your last name first initial, please?
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And you're needing to verify eligibility and benefit information for a member, [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you and with, um, I can help you with that. What is your callback number?
[CUSTOMER][NEUTRAL] Yeah, my callback number will be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Yeah, sure. The policy number is 6071.
[AGENT][NEGATIVE] OK, that's not a valid num.
[CUSTOMER][NEUTRAL] 580
[AGENT][NEUTRAL] I'm sorry, say it again, start again.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] 607
[CUSTOMER][NEUTRAL] 158
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 0570.
[AGENT][NEUTRAL] OK, so [PII], thank you for that number, but that is not a policy number for our company. What company were you trying to reach?
[CUSTOMER][NEUTRAL] Yeah, the insurance I'm trying to reach is American Lifecare.
[AGENT][NEUTRAL] OK, that you have called the wrong company.
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] I'm not with American Luck. That's OK. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah, nothing but uh here the number provided by them is uh [PII].
[AGENT][NEUTRAL] OK, but that is, that is my company's phone number, but we are not American Life Care.
[CUSTOMER][NEUTRAL] Is that correct?
[CUSTOMER][POSITIVE] I'm so sorry for that.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yeah, can I have your call reference number?
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][POSITIVE] Yeah, thank you so much. You've been a great help today. Have a wonderful day.
[AGENT][POSITIVE] OK. Well, you, yes, you're very welcome, [PII], and thank you again for calling APL. I hope that you have a nice afternoon as well.
[CUSTOMER][NEUTRAL] Yeah. Bye-bye.
[AGENT][NEUTRAL] Uh bye-bye.