AccountId: 011433970860
ContactId: 15d53583-2962-46c5-8864-07a2b2b18952
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232660 ms
Total Talk Time (AGENT): 99720 ms
Total Talk Time (CUSTOMER): 91161 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/15d53583-2962-46c5-8864-07a2b2b18952_20250326T14:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Do they give
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from a facility. I'm calling to get benefits on a member's policy, um, but I don't have the policy number.
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][NEUTRAL] Uh, I can help you with the benefits. Do you have, um, a callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Santa Lucia Surgical Center.
[AGENT][NEUTRAL] OK. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK, his first name is [PII].
[CUSTOMER][NEUTRAL] And last name is [PII] [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK. And do you have his social security number that'll pull in his policy for us.
[CUSTOMER][NEUTRAL] Mm let me see if there's something here.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, no, I don't, I don't have any.
[AGENT][NEUTRAL] You don't have it? OK, and what state does he live in?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, let me see if I can pull him up by his name. That sounds like a very common name, so I'm hoping he'll pull up and we don't have 20 pull up.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, do you have his address?
[CUSTOMER][NEUTRAL] OK, so I have an address here as [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Do you have a group number?
[CUSTOMER][NEGATIVE] No, I don't have any information. They didn't even take it down. They didn't make a copy of the card, nothing.
[AGENT][POSITIVE] Mm. Oh my goodness. OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Because I don't see a Victor with a [PII].
[AGENT][NEUTRAL] In my system, not with that address, um.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] That's why I asked if you had a group number then I could just pull up the group and hopefully he's the only one on that group, but I do not see that address.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] It's OK. I'll call and see if I can get that information and then I'll just give you guys a call back.
[AGENT][NEUTRAL] Yes, ma'am. Just see if you can, he can give you his policy number. Now, it might, and you may need to tell him this, it might be an inpatient cert number or an outpatient cert number. It may say that on his card also.
[CUSTOMER][NEUTRAL] OK, I'll let him know.
[AGENT][POSITIVE] OK. All right. Well, I hope you have a wonderful day. I'm sorry I wasn't able to find him for you. You're welcome.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][POSITIVE] Thank you, thank you, ma'am. You too.
[CUSTOMER][POSITIVE] It's OK, no problem, thank you.
[AGENT][POSITIVE] Thank you for calling APL bye bye.