AccountId: 011433970860
ContactId: 0126d5a7-9279-4eb7-a231-992dfe144084
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240570 ms
Total Talk Time (AGENT): 116476 ms
Total Talk Time (CUSTOMER): 98626 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/0126d5a7-9279-4eb7-a231-992dfe144084_20250425T17:58_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. My name is [PII] and I'm calling from the University of Miami. I have a patient that I, I want to see.
[CUSTOMER][NEUTRAL] The coverage on this patient because he's not sure what insurance he has.
[AGENT][NEUTRAL] OK, um, sure, I can assist you with coverage, your benefits and eligibility. Um, Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have the policy number of the patient, Ms. [PII]?
[CUSTOMER][NEUTRAL] Well, I have a weird number. I don't know if this is it.
[AGENT][NEUTRAL] OK. I can try that.
[CUSTOMER][NEUTRAL] BC
[CUSTOMER][NEUTRAL] B E C N T
[CUSTOMER][NEUTRAL] 00006901
[AGENT][NEUTRAL] Yeah, that's definitely not ours, um.
[CUSTOMER][NEUTRAL] Yeah, I
[AGENT][NEUTRAL] Any, yeah, any other um policy numbers you have or do you have the copy of the card? Oh.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, he doesn't, he doesn't know what he has. He doesn't know what he has. What is there a network for this insurance?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, we have many, many products, but, um, usually most of our products doesn't have a network because they're not, we don't have any major medical insurance.
[CUSTOMER][NEGATIVE] OK, so he doesn't have it because I asked him and he's, he said he doesn't know. I'm just looking on what they put the information that they put here and I know this is incorrect. So.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] It's OK. I left a message for him.
[AGENT][NEUTRAL] Oh, OK, but yeah, you can call us back if he gives you any other information or if you have a social I can try to social if you have it. If not, um, yeah, we're just gonna need a. You do, yeah, we can.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I have a soy shell. You wanna try this, you wanna try this so shell?
[AGENT][NEUTRAL] Mhm, we can do a social search, bear with me just a minute, OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, now I'm ready, go ahead.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, OK, let's try that.
[AGENT][NEUTRAL] And you said [PII], correct?
[CUSTOMER][NEUTRAL] Yeah, yeah, [PII], yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's his name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, uh.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Look at something here. Let me see if I find a new policy.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's his date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Yeah, I, I found a policy, but it's a really old policy and there's no new policies. This one terminated back in [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, so, right, so he doesn't know what he has. Don't worry about it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][POSITIVE] I left a message for him. Thank you, sweetheart. What's your name?
[AGENT][NEUTRAL] All right, Ms. [PII]. My name is [PII]
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Are you when this plan term?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] When did this plan turn?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][POSITIVE] OK. All right, sweetheart. No problem. Thank you so much.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome, Ms. [PII], and thank you for calling APL. You have a good weekend.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, you too. Bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.