AccountId: 011433970860
ContactId: ef9d0b9a-e076-4f5a-b715-a6a2d4684cdf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239639 ms
Total Talk Time (AGENT): 100372 ms
Total Talk Time (CUSTOMER): 64969 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/ef9d0b9a-e076-4f5a-b715-a6a2d4684cdf_20250114T20:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? I'm calling from Ovir's uh office, Vanguard Rheumatology. Um, there's a, there's a patient here that we have and I wanna know what her supplement covers.
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you need to verify benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me just one second.
[CUSTOMER][NEUTRAL] Um, I can give you the patient's date of birth.
[AGENT][NEUTRAL] Yeah, let me get I gotta get to another screen. Bear with me just one second.
[AGENT][NEUTRAL] OK, um, actually what's the last name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] A G U I L A.
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] [PII], right? OK.
[CUSTOMER][NEUTRAL] No, just [PII] without [PII]
[AGENT][NEUTRAL] OK. [PII]
[CUSTOMER][NEUTRAL] Hello
[AGENT][NEUTRAL] [PII] just one [PII]? OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], let's see.
[AGENT][NEUTRAL] And what is the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Spell that for me.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh my goodness, my system is being slow. Bear with me just a second. I'm sorry.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] What's your what's a callback number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I think I found her policy. Bear with me just a second. Let me.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][POSITIVE] Good
[CUSTOMER][NEUTRAL] Also,
[CUSTOMER][NEUTRAL] It, it could be under her dad's name too, um, [PII].
[AGENT][NEUTRAL] Oh, I think I found it. I'm just, my system's just moving at the speed of a turtle. I'm sorry. Uh, what's her date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] OK, let me get you someone that can verify those benefits. Bear with me just one second, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on our broker resources team. I have a provider on the line that's needing to verify benefits on a customer, and I've got the policy number.
[CUSTOMER][NEUTRAL] May I have the policy number please?
[AGENT][NEUTRAL] Yes, it's 258-516-3.
[CUSTOMER][NEUTRAL] And may I have the caller's name please?
[AGENT][NEUTRAL] You know what, I totally forgot to ask her for her name. She said she's at the doctor's office. I did get her callback number, which is [PII], and she's calling on participant number 3 [PII] with date of birth [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and she's calling in for benefits?
[AGENT][NEUTRAL] Yeah she said she's need to verify benefits.
[CUSTOMER][NEUTRAL] OK, you can transfer.
[AGENT][NEUTRAL] OK, thank you, one second.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][POSITIVE] Thank you for holding. I'll have [PII] on the phone and she's gonna help you with the benefit verification, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Have a great day thanks for calling [PII] bye bye.
[CUSTOMER][POSITIVE] Good bye.