AccountId: 011433970860
ContactId: 08c17353-652c-4f2f-acab-8bbb595190be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311899 ms
Total Talk Time (AGENT): 84619 ms
Total Talk Time (CUSTOMER): 62842 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/08c17353-652c-4f2f-acab-8bbb595190be_20250325T19:31_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] Hi, this is [PII] calling from the provider's office. Could you please provide me the dividend benefits for the number?
[AGENT][NEUTRAL] I'm sorry, what type of benefit?
[CUSTOMER][NEUTRAL] Uh, for am surgery outpatient.
[AGENT][POSITIVE] Oh, you need the outpatient benefit. OK, I'll be more than happy to help you with the benefits and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah. Can you please check uh 425.
[CUSTOMER][NEUTRAL] 542
[AGENT][NEUTRAL] For their APL policy number?
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] I do uh like uh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's the member's first and last name?
[CUSTOMER][NEUTRAL] The member's name is [PII].
[AGENT][NEUTRAL] OK, so that is the policy number that you provided is the policy number, but it's a different member. Um, do you have the member's ID card available?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, what, um, can you repeat the member's first and last name? I can start with the name.
[CUSTOMER][NEUTRAL] It is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hold on one moment, I'm just waiting for the policies.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so taking a look at the um policies that have populated, I'm not showing a policy for a [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sir, unable to locate the policy.
[AGENT][NEUTRAL] Correct. If you have the member's full social, I can um search the social for you.
[CUSTOMER][NEUTRAL] Social security number?
[AGENT][NEUTRAL] Yes, you have the members social?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, hold on one moment.
[AGENT][NEUTRAL] Yeah, even with the social, there's no, um, there's no policy that's populating. I would reach out to the member and see what type of policy she has. Um, I'm not showing anything here with APL with what we have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you're going to reach out the number?
[AGENT][NEUTRAL] No, we wouldn't. Um, you need the benefits, so um you'll have to reach out to the members to see who their insurance is.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, fine.
[CUSTOMER][POSITIVE] OK, thank you so much for that information.
[AGENT][NEUTRAL] All right, was
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, thank you so much for the information.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] Yeah, you too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.