AccountId: 011433970860
ContactId: f595e204-dd04-4133-947b-911c72eb6925
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349619 ms
Total Talk Time (AGENT): 99132 ms
Total Talk Time (CUSTOMER): 96844 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/f595e204-dd04-4133-947b-911c72eb6925_20250625T13:38_UTC.wav
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[AGENT][NEUTRAL] For contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and the last initial to my name is [PII], calling from the provider office. I'm looking for eligibility and benefits for the patient regarding a specialist office visit. Can you help me with that?
[AGENT][NEUTRAL] Yes, I can. Uh, [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Yeah, just one moment.
[CUSTOMER][NEUTRAL] The number is 36 Y for Yankee 0137239.
[AGENT][NEUTRAL] Thank you. How do you spell the patient's last name, please?
[CUSTOMER][NEUTRAL] That's the last name?
[AGENT][NEUTRAL] Yes, if you could spell that, that, that's not one of our policy numbers. So I thought maybe I could look at that by their name. So, um, what is their, uh, how do you spell their last name, please?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I'll just.
[CUSTOMER][NEUTRAL] Yeah, no problem. So I'll just provide you the first name and last name too. So, first name is [PII] and the last name is [PII].
[CUSTOMER][NEUTRAL] And you need a member date of birth also?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK. Just one moment. Let me provide you that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So the member's date of birth is [PII].
[AGENT][NEUTRAL] And you said his last name was [PII] or [PII], or?
[CUSTOMER][NEUTRAL] That's, yeah, [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So the callback number is [PII] direct line?
[AGENT][NEUTRAL] OK, thank you. Let me see if I can't find it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'm still just checking. Thank you.
[AGENT][NEUTRAL] Well, so far I can't find anybody with his date of birth and uh
[AGENT][NEUTRAL] Let me check one more time.
[AGENT][NEUTRAL] OK, I'm not finding anybody with that date of birth, uh, [PII], I'm sorry.
[AGENT][NEUTRAL] I'm not certain that this is one of our members.
[CUSTOMER][NEUTRAL] So it is [PII].
[CUSTOMER][NEUTRAL] Um, yeah, ma'am. So the date of birth is [PII].
[AGENT][NEUTRAL] Yes, [PII]. That is correct. That's what I'm looking for.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Are you able to pull, pull up the details of the patient?
[AGENT][NEGATIVE] Yeah, I'm, I'm just not finding him at all. uh, it, it's what I'm saying, [PII], is I just can't find anybody, uh, with this, with this information on here.
[AGENT][NEUTRAL] So I'm, I'm just not seeing.
[AGENT][NEUTRAL] The same [PII] that we're looking for so I'm not sure that he's one of our.
[AGENT][NEUTRAL] He's one of our choices.
[AGENT][NEUTRAL] Is there any other information
[CUSTOMER][NEUTRAL] Ma'am, your voice is not clear, ma'am.
[AGENT][NEUTRAL] OK, um, I'm not finding him in our system.
[AGENT][NEUTRAL] Uh, do you have maybe a social security number I could find, I could look him up by?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I just provided the member's primary subscriber ID that the member ID also. And the insurance's name is American Retirement Life Insurance.
[AGENT][NEUTRAL] Oh, OK. Yeah, we're, we're American Public Life, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the
[AGENT][NEGATIVE] I think you may have called the wrong place. Uh, we're American Public Life, [PII], that I don't think that's our company that you, that this guy is with.
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So this insurance is not handled by you?
[AGENT][NEUTRAL] Uh, no, no, we're not American retirement, uh, we're American public life.
[CUSTOMER][NEUTRAL] OK. American Coverage Life. Uh, can you just provide me the, uh, representative department phone number, ma'am?
[AGENT][NEUTRAL] Well, I, I don't know anybody. I mean, I'm not really sure who that would be. Um, I'm not, I've never even heard of that insurance before. Um, [PII], I'm sorry.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] No problem, ma'am. Thank you so much for, and you have a great day, ma'am. Thank you.
[AGENT][NEUTRAL] Well, I'm sorry I wasn't able to help you, but thank you for contacting ATI.