AccountId: 011433970860
ContactId: 011f86e8-0ffc-4c37-ae6c-11a1835fe264
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263109 ms
Total Talk Time (AGENT): 96763 ms
Total Talk Time (CUSTOMER): 79626 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/011f86e8-0ffc-4c37-ae6c-11a1835fe264_20250527T19:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I was trying to get eligibility and benefits on a patient for our office.
[AGENT][POSITIVE] OK, well, I can help you with the eligibility and benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII], um, it's [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] We have 0116160.
[AGENT][NEUTRAL] And that was 0116160?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I have a social if that help. I don't know if she gave us the right insurance information.
[AGENT][NEUTRAL] OK, yeah, let's try the social because that's not pulling up anything.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to pull up. Hold on one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Just to make sure I have it right, it was [PII].
[AGENT][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] No, no 6.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK. The reason I'm asking is because it's not pulling up, um.
[AGENT][NEUTRAL] A member. What's their first and last name?
[CUSTOMER][NEUTRAL] And the first name is, I'm gonna spell it. I mean, I think it's [PII], but it's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, I'm not showing a member. Um, do they provide an APL policy card or ID card?
[CUSTOMER][NEUTRAL] No, they're gonna be a new patient tomorrow.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I'm wondering if it's not under someone else um.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Because with that social, nothing came up and then with the first and last name, we have a few deals, but none with her first name.
[CUSTOMER][NEUTRAL] OK, we might have to call her back and just get the.
[CUSTOMER][NEUTRAL] And it might end up being.
[CUSTOMER][NEUTRAL] Somebody like she might be a dependent on the policy.
[AGENT][NEUTRAL] Oh, OK. Well, we're looking for on the ID on the ID card, we're looking for the um policy er number, should start with the 01 or 02?
[CUSTOMER][NEUTRAL] I'm wondering.
[CUSTOMER][NEUTRAL] And that's what OK she gave us a 01 and then 16,160.
[AGENT][NEUTRAL] Say that one more time.
[CUSTOMER][NEUTRAL] But um
[CUSTOMER][NEUTRAL] 0116160
[AGENT][NEUTRAL] Yeah, that's not enough numbers. Um, I can try it again though.
[CUSTOMER][NEUTRAL] How many numbers is supposed to be?
[AGENT][NEUTRAL] It's supposed to be 8.
[CUSTOMER][NEUTRAL] For this policy.
[CUSTOMER][NEUTRAL] OK, so she just missed one illness.
[AGENT][NEUTRAL] So it looks like we're missing the number. That could be what.
[AGENT][NEUTRAL] The issue is, but even with the name and the social, um,
[AGENT][NEUTRAL] Nothing came up, but we can definitely try.
[CUSTOMER][NEUTRAL] Well, if she's not a I I I'll call.
[CUSTOMER][NEUTRAL] Well, she may not be the policy holder, so I'm gonna call because it's our first visit, so I'll call her back.
[AGENT][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] And see because whoever she spoke with.
[CUSTOMER][POSITIVE] Thank you for your help.
[AGENT][POSITIVE] You're very welcome. Well, was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] Uh no ma'am, that's it thank you for your help I appreciate it so much.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.