AccountId: 011433970860
ContactId: 0b18e4a4-cfcd-44c3-8fc6-3baae070d997
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196759 ms
Total Talk Time (AGENT): 54313 ms
Total Talk Time (CUSTOMER): 76392 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/0b18e4a4-cfcd-44c3-8fc6-3baae070d997_20250505T14:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider office to check one of patient eligibility, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, my callback number is [PII].
[AGENT][NEUTRAL] And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, the policy number is uh
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] Um, that's not one of our policy numbers. Do you have a last name I can look up?
[CUSTOMER][NEUTRAL] Yeah, the last name of this number is [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] Uh, the first name is [PII]
[AGENT][NEUTRAL] I'm not pulling up that name in our system. Do you have a group number by chance or?
[CUSTOMER][NEUTRAL] Uh, sorry, I don't have the group number for this.
[AGENT][NEUTRAL] Or a social
[CUSTOMER][NEUTRAL] Mhm. No, I don't have social also.
[AGENT][NEUTRAL] OK. I'm not able to locate the member with the information provided.
[CUSTOMER][NEUTRAL] So, uh, it is member ID is incorrect or, uh, is there something which is the issue is.
[AGENT][NEUTRAL] Yeah, I, I can't find the name or the member ID that you've provided.
[CUSTOMER][NEUTRAL] OK, you need to for pulling the claims, so SSN number is needed, right?
[AGENT][NEUTRAL] Uh, we need the policy number or certificate number, a correct number or social, that would work.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can you, can you repeat this uh policy number 66.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] 7000, huh?
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] 7087.
[AGENT][NEGATIVE] Yeah, that number's too long. Our policy numbers aren't any longer than 8 digits.
[CUSTOMER][NEUTRAL] OK. Policy number is only 8 digits. OK, fine.
[CUSTOMER][NEUTRAL] May I know your name and call reference number, please?
[AGENT][NEUTRAL] It's my, my name is [PII] and call reference is my name, [PII] with today's date.
[CUSTOMER][NEUTRAL] Can you spell your name, [PII]?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][POSITIVE] OK, [PII]. Thank you for the information. Bye for now.
[AGENT][NEUTRAL] Thank you for calling APL. Bye bye.