AccountId: 011433970860
ContactId: 025767d5-0567-4c27-977d-fc122b338099
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158350 ms
Total Talk Time (AGENT): 54056 ms
Total Talk Time (CUSTOMER): 70610 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/025767d5-0567-4c27-977d-fc122b338099_20250606T19:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from Baptist Memorial Hospital.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I have a question about a patient's plan.
[AGENT][NEUTRAL] OK, I can verify that information for you, Ms. [PII], and what is the policy number, please?
[CUSTOMER][NEUTRAL] D as in Delta 47690528.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. You have the patient's name, date of birth?
[CUSTOMER][POSITIVE] Yes, let me get OK this is.
[CUSTOMER][NEUTRAL] Um, just, I'm looking at the card and it says surge on the front of it and benefits in the card. OK, so that looks like that's right, um, you asked for the member's name, is that right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, [PII]. OK, and the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I do not show her in our policy, uh, in our system. So she may just have a policy with IMA because that's what I know their policy number starts with.
[AGENT][NEUTRAL] Or 90 degree benefits.
[CUSTOMER][NEUTRAL] And they're called what what.
[CUSTOMER][NEUTRAL] OK, and they're called IMA or or what? What is, what did you say it was called?
[AGENT][NEUTRAL] I am A
[CUSTOMER][POSITIVE] IMA OK.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And so that would be a different number that's on her card maybe I'm guessing.
[AGENT][NEUTRAL] It do you see a phone number of [PII]?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yeah, that shows the number that I called right now.
[AGENT][NEUTRAL] OK, it's not our number, but I don't know why it comes to us.
[CUSTOMER][NEUTRAL] Did, did I, did I select?
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Did I select the wrong so is this um.
[CUSTOMER][NEGATIVE] I'm so confused right now.
[AGENT][NEUTRAL] Probably select option one.
[CUSTOMER][NEUTRAL] Select option one OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] I will call back and do that. All right, thank you so much.
[AGENT][POSITIVE] All right. Yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mhm you too bye.
[AGENT][NEUTRAL] Bye.