AccountId: 011433970860
ContactId: 15f665b0-08de-4e57-80ec-990c8fc672f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198750 ms
Total Talk Time (AGENT): 81989 ms
Total Talk Time (CUSTOMER): 73031 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/15f665b0-08de-4e57-80ec-990c8fc672f5_20250108T16:46_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning. Um, I'm just calling to get benefits for a patient here from Nicholas Children's Hospital.
[AGENT][POSITIVE] OK, I'd love to help you with benefits today and may I have your name and a good call back number please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is GMA.
[CUSTOMER][NEUTRAL] 384-7579
[AGENT][NEUTRAL] All right, and I'm gonna try looking up under that number, but I don't believe that is one of our policies.
[CUSTOMER][NEUTRAL] Let me see, may be different.
[AGENT][NEUTRAL] Um, I've never had one start with a G before.
[CUSTOMER][NEUTRAL] Oh wait, I'm sorry I gave you the wrong one. It's 01.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] 999.
[CUSTOMER][NEUTRAL] 939.
[AGENT][POSITIVE] Perfect. Let me get that pulled up for you in 1 2nd.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And could you verify for me, please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII]. Um, date of birth is [PII].
[AGENT][NEUTRAL] OK, 1 2nd.
[AGENT][NEUTRAL] I'm really sorry. I don't see your patient listed under this policy.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me, um,
[AGENT][NEUTRAL] Does it tell you what the subscriber's name is on the card?
[CUSTOMER][NEUTRAL] No, it just whenever I pull up their general benefits for their Blue Cross it says um secondary payer and then it has you guys listed and then his mom told me that you guys are the secondary.
[AGENT][NEUTRAL] And his name is [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I can try, I'm gonna try calling her back to see maybe she thought you guys are, or maybe it's listed in the wrong one.
[AGENT][NEUTRAL] Yeah, I am really sorry. I, I'm going to really quick, I'm just gonna try searching with that first and last name. um [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, and unfortunately I do have a lot of people that last name in here but no [PII] so maybe like they used a different first name you know what I mean? I don't know.
[AGENT][NEUTRAL] Um, on the insurance form, but if, yeah, you might reach out to the insured and, and see if they know a little more information, but unfortunately, I don't have anyone with that policy.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] OK, yeah, no worries thank you for your help though.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you so much for calling us here at APL and I hope you have a fabulous day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye.