AccountId: 011433970860
ContactId: 039165ba-b90f-4be4-baf3-014d61cab146
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132139 ms
Total Talk Time (AGENT): 35692 ms
Total Talk Time (CUSTOMER): 56390 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/039165ba-b90f-4be4-baf3-014d61cab146_20250307T16:30_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Coach Children's Physician Network.
[CUSTOMER][NEUTRAL] I was calling to see if I can get uh benefits and eligibility but I think it's for a 90 degree.
[CUSTOMER][NEUTRAL] Patient not just for benefit.
[AGENT][NEUTRAL] I have a callback number for you and the policy number.
[CUSTOMER][NEUTRAL] Uh, my phone number is [PII].
[CUSTOMER][NEUTRAL] The policy number is D as in dog 435.
[CUSTOMER][NEUTRAL] 10977.
[AGENT][NEUTRAL] I do apologize for just not pulling up the policy. Do you have that member's social?
[CUSTOMER][NEUTRAL] I do not. I think I'm supposed to be calling the 90 degree benefit which is.
[AGENT][NEUTRAL] What is the member's last name?
[CUSTOMER][NEUTRAL] Be the last name.
[AGENT][NEUTRAL] I can barely hear you.
[CUSTOMER][NEUTRAL] [PII] is the last name.
[AGENT][POSITIVE] Could you provide me with the spelling of the last name and the first name? It'd be greatly appreciated.
[CUSTOMER][NEUTRAL] OK, the last name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry, it's loud in here.
[CUSTOMER][NEUTRAL] Uh first name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm, I'm not showing her in the system here.
[AGENT][NEUTRAL] Is she the policy holder?
[CUSTOMER][NEUTRAL] No, she's a dependent.
[AGENT][NEUTRAL] Who's the policyholder?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And spell the last name again to make sure I had it correctly.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm not showing a big showing [PII] either.
[AGENT][NEUTRAL] In the system, do you have a copy of the card?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I do not, it's a new patient.
[CUSTOMER][NEUTRAL] Let me, let me double check with them and I'll I'll give you a call back.
[AGENT][NEUTRAL] Now pulling them up in the system.
[CUSTOMER][NEUTRAL] OK, that's fine I'll double check.
[AGENT][POSITIVE] Thanks for calling APR. Have a good day. Bye.