AccountId: 011433970860
ContactId: 10cbec90-45b3-4a9c-af0b-d8104b2f8406
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367440 ms
Total Talk Time (AGENT): 96547 ms
Total Talk Time (CUSTOMER): 88100 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/10cbec90-45b3-4a9c-af0b-d8104b2f8406_20250514T15:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling from West Book Medical Center. I'm checking to see if there's an author on file for a patient, please.
[AGENT][NEUTRAL] Uh, if we, uh, authorization is required, I'm sorry.
[CUSTOMER][NEUTRAL] If there's one on file if I need it.
[AGENT][NEUTRAL] Oh, OK. Um, alrighty. I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alrighty, I can take a look at that for you, um, [PII], before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, it's cutting out a bit. Could you repeat that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] 108988032
[AGENT][NEUTRAL] OK, that's going to be a bit too long to be one of our policy numbers, [PII]. Um, do you maybe have their social? I could search for them that way?
[CUSTOMER][NEUTRAL] Um, hold on.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Their social is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what was the name for the member?
[CUSTOMER][NEUTRAL] [PII] Last name [PII]
[AGENT][NEUTRAL] OK, so I did not get a result with that social, um, give me just a moment let me try searching just using their name.
[CUSTOMER][NEUTRAL] Would it hold on, um, would it be the [PII]?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] For the policy number?
[CUSTOMER][NEUTRAL] Yeah, 022 [PII].
[AGENT][NEUTRAL] Give me just a moment. Uh-huh.
[AGENT][NEUTRAL] That is it. OK, yep, I did find her. OK, so yes, um, she's not the primary on this account so that's why I couldn't find her with the social right um and then uh can you verify her date of birth please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Perfect. OK, thank you for verifying that. Alright, one moment. So I'm sorry, you said that you sent an authorization to us or you sent authorization to us?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, so I'm checking to see if there's one on file.
[AGENT][NEUTRAL] Bear with me just a moment.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] uh sent to us [PII].
[CUSTOMER][NEUTRAL] Hi, just a minute.
[AGENT][NEUTRAL] Oh sure yeah you're fine.
[CUSTOMER][POSITIVE] OK, I'm sorry about that.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] You too, um, [PII], so, um, you're not seeing an off on file, you're saying?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, I do not see that, but I will say, [PII], that this policy does not require uh authorization. Um, this is a secondary medical policy, so as long as it's as a major medical, whoever they have as their primary, as long as they're willing to pay this policy can.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm I'm