AccountId: 011433970860
ContactId: 12afadf6-28f7-4d08-a256-6086dd945e8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364279 ms
Total Talk Time (AGENT): 86134 ms
Total Talk Time (CUSTOMER): 119844 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/12afadf6-28f7-4d08-a256-6086dd945e8a_20250212T13:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], can you please help me in checking the benefits?
[AGENT][NEUTRAL] Um, sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, sure. Give me a minute or two. Let me give you the exact callback number.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh huh it is.
[CUSTOMER][NEUTRAL] Mm, just loading it up.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] The policy number is uh
[CUSTOMER][NEUTRAL] 02581601
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is uh Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] What else?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment, please.
[AGENT][NEUTRAL] OK. Actually, I'm, I'm not showing that member under that patient under this policy.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Yes, please verify the patient's name and date of birth one more time.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is
[CUSTOMER][NEUTRAL] Date of birth is
[CUSTOMER][NEUTRAL] Mhm hm.
[CUSTOMER][NEUTRAL] Here it is, here it is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. I'm not showing that patient under this policy.
[AGENT][NEUTRAL] Um, I could try to look them up by name and date of birth, or if you have the social, I could try to look them up that way.
[CUSTOMER][NEUTRAL] I can give you the ID number.
[AGENT][NEUTRAL] OK. What ID number are you showing?
[CUSTOMER][NEUTRAL] And I can
[CUSTOMER][NEUTRAL] The, it's [PII] is showing on the ID number?
[CUSTOMER][NEUTRAL] [PII] is the subscriber.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] Other members, member is [PII], whose uh whose uh date of birth I gave you.
[AGENT][NEUTRAL] OK. And please um give me that policy number again.
[CUSTOMER][NEUTRAL] Certainly.
[CUSTOMER][NEUTRAL] 02581601.
[AGENT][NEUTRAL] OK, and please verify [PII]'s date of birth.
[CUSTOMER][NEUTRAL] [PII]'s date of birth is
[CUSTOMER][NEUTRAL] Uh, I don't have the [PII]'s date of birth. I can give you [PII]'s date of birth. It's, he's dependent. [PII] is dependent.
[AGENT][NEUTRAL] Well, [PII], [PII] is not under the policy. Only [PII] is under this policy. I'm not showing [PII]. There are no um dependents on this policy.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] No dependent on this policy.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Only [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Not dependent on this policy.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No dependent.
[CUSTOMER][NEUTRAL] On this policy.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Mm, only [PII] is this one.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Sounds good. Uh, and [PII] is the, uh, this APL Meddling is the primary insurance of the secondary.
[AGENT][NEUTRAL] Secondary.
[CUSTOMER][NEUTRAL] But he's a dependent like uh [PII] is a dependent, so I don't understand.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And [PII] is the primary for [PII] as well, correct?
[AGENT][NEUTRAL] I'm not showing, we don't keep the um primary insurance on file, sir.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Give me the call reference number, please.
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name in today's date. My name is [PII]. Um it's spelled [PII] and my last initial is [PII] and today's date.
[CUSTOMER][NEUTRAL] Can you repeat one more time, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Right. And last initial is [PII].
[CUSTOMER][POSITIVE] Right. Thank you.
[AGENT][POSITIVE] Yeah, thank you, [PII] for calling APL. You have a great day.