AccountId: 011433970860
ContactId: 038c30a1-26f8-4737-8498-6b4cafed3ced
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214339 ms
Total Talk Time (AGENT): 57013 ms
Total Talk Time (CUSTOMER): 93196 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/038c30a1-26f8-4737-8498-6b4cafed3ced_20250114T16:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], uh, my name is [PII]. I'm from the business office. I'm verifying a patient's insurance. He was over here at our ED yesterday.
[AGENT][POSITIVE] All right, [PII], I'm happy to, yeah, no worries. I'm happy to verify benefits. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Or the other day sorry.
[CUSTOMER][NEUTRAL] The policy number.
[CUSTOMER][NEUTRAL] Excuse me, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because he gave us his card, uh.
[CUSTOMER][NEUTRAL] We have D as in Delta 476-91350.
[AGENT][NEUTRAL] OK, so I can't unfortunately pull him with that number. Do you see any sort of certificate number, anything like that, [PII]?
[CUSTOMER][NEUTRAL] Uh, the card that he gave us that, yeah, medical surge, and it's got a group number on it employee ID, um.
[AGENT][NEUTRAL] If not,
[CUSTOMER][NEUTRAL] I've got the pharmacy information over in there looks like an R of the RX bin, but um, yeah, there's there's no real.
[AGENT][NEUTRAL] OK, let's do search by name. What is their last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and then first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What state does he, uh, he or she live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm not finding anything by name. Do you know if they're the policy holder?
[CUSTOMER][NEUTRAL] No, like I said, this, uh, he, I'm not even sure if he's still in the hospital still or not, um, like I said, he gave us a card over in here that said 90 degree benefits call we have his this is.
[CUSTOMER][NEGATIVE] It just says surge with an employee ID number group number and that's it there's no um subscriber like you know subscriber ID number or anything on there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm. What's the group number on the card?
[CUSTOMER][NEUTRAL] The group number is 9476.
[AGENT][NEGATIVE] Yeah, I don't even pull up that group.
[AGENT][NEUTRAL] Um, yeah, I'm not finding anything under that information that matches, um, unfortunately for a policy with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um
[CUSTOMER][NEUTRAL] Yeah, because this is the number that as it was on the back of it. So, um, alright, let me see if I can contact him and see if he's got a policy number or any other cards on there. OK, alright, thank you, hon, appreciate it.
[AGENT][NEUTRAL] OK, alright.
[AGENT][POSITIVE] You're welcome bye bye.