AccountId: 011433970860
ContactId: f2b1b2d4-09a2-4815-8f88-a91de2811834
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177800 ms
Total Talk Time (AGENT): 43228 ms
Total Talk Time (CUSTOMER): 59344 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/f2b1b2d4-09a2-4815-8f88-a91de2811834_20250409T19:24_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, uh, good afternoon. This is [PII], my last initial [PII] from Solaris Medical Enterprises, uh, DME provider's office.
[AGENT][NEUTRAL] OK, how can I help you?
[CUSTOMER][NEUTRAL] I'm looking for the patients eligibility.
[AGENT][NEUTRAL] OK, do you have a good callback number, [PII], and I can help you with eligibility.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] 000 C Charlie.
[CUSTOMER][NEUTRAL] 10055602
[AGENT][NEUTRAL] Um, that's not one of our policy numbers. Do you have the social or last name?
[CUSTOMER][NEUTRAL] Uh huh, just a minute. Let me check for the assistant social and uh.
[CUSTOMER][NEUTRAL] Yeah, I don't have a uh the patient's uh last name is like.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] The first name, [PII].
[CUSTOMER][NEUTRAL] Do you want the date of birth?
[AGENT][NEUTRAL] Uh, no, hold on one moment.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, first name was [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Do you have a group number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, I do now.
[CUSTOMER][NEUTRAL] Uh, is this the American Republic Life supplementary plan?
[AGENT][NEUTRAL] Um, this is American Public Life.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Is there any plan like American Republic life supplement?
[AGENT][NEUTRAL] Yeah, we have supplement plans, but we're not American Republic, we're American public life.
[AGENT][NEUTRAL] Did, did you have a number for her?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Do you have the group number?
[CUSTOMER][NEUTRAL] Uh, no, I don't.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have like insurance group is like Plan G.
[AGENT][NEUTRAL] Yeah, I'm not pulling her up. I can't, unfortunately, I can't look by date of birth.
[AGENT][NEUTRAL] So with the information you've provided, I'm not able to locate her.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, let me double check from my end and I get back to you guys. Thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.