AccountId: 011433970860
ContactId: f75b763d-8fb8-49f4-b853-f32d0c5d8ed7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109440 ms
Total Talk Time (AGENT): 31249 ms
Total Talk Time (CUSTOMER): 48395 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/f75b763d-8fb8-49f4-b853-f32d0c5d8ed7_20250602T18:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, calling from urology specialty care, calling to verify benefits for two of our patients.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] callback number [PII].
[AGENT][NEUTRAL] And a policy number.
[CUSTOMER][NEUTRAL] 1127539.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], last name [PII] Date of birth [PII].
[AGENT][NEUTRAL] OK, so for that policy number that you gave me, that's not the correct number. You said 1127539?
[CUSTOMER][NEUTRAL] Give me one second, 1127539, yes, that's correct.
[AGENT][NEGATIVE] That's not the correct policy number.
[CUSTOMER][NEUTRAL] Let me see, I have the insurance card here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have the insurance card here and I show that that that's the correct um employee ID.
[AGENT][NEUTRAL] So for that card, if it's American Public Life, it would be the outpatient or inpatient benefit certification number.
[CUSTOMER][NEUTRAL] 1127539.
[CUSTOMER][NEUTRAL] Oh, I see, yes, I think I have the wrong number thank you very much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.