AccountId: 011433970860
ContactId: ec7b895b-63c3-4643-bde8-979941c2e0d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160100 ms
Total Talk Time (AGENT): 40862 ms
Total Talk Time (CUSTOMER): 92112 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/ec7b895b-63c3-4643-bde8-979941c2e0d6_20250509T20:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon, thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling to verify eligibility and substance abuse benefits for one patient.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And what is that policy number, please?
[CUSTOMER][NEUTRAL] It is A as in Alpha, F as in Frank, L as in Lima, M as in Mike F as in Frank, E as in Echo, A as in Alpha 684459-565.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. You have a patient's name, date of birth?
[CUSTOMER][NEUTRAL] Um yes. First name [PII] Last name [PII], the second.
[CUSTOMER][NEUTRAL] And date of birth [PII].
[AGENT][POSITIVE] Thank you. Give me one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Don't show the insured in our system. Uh, do you have a copy of their card with APL?
[CUSTOMER][NEUTRAL] Uh, yes, I have the car, but it's the thing is, um, it, it has American Financial Security Life Insurance Company and the Network First Health Network, and it says Advanced Wellness Plus 1008, his name and this ID that I just gave you.
[CUSTOMER][NEUTRAL] And on the back, it has a phone number for IBA but it doesn't recognize the uh ID.
[AGENT][NEUTRAL] OK, yeah, cause.
[CUSTOMER][NEUTRAL] It it says international benefits administrator on the back of the card.
[AGENT][NEUTRAL] Uh, it's not our company. Our company is American Public Life or APL.
[CUSTOMER][NEUTRAL] Oh, OK, so it's not, oh, OK, so I was, I, I googled the number, sorry, so that's what, what came up.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] So it's not American Financial Security, right? Life insurance?
[AGENT][NEUTRAL] No, ma'am. No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that was all I needed. Thank you so much for your help. Sorry about that.
[AGENT][POSITIVE] Oh, no, you're fine. Uh, thank you for calling APL. Have a great weekend, this is [PII].
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Mm bye.