AccountId: 011433970860
ContactId: 1ca76470-598f-4047-ba8f-3a5a640db150
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 398940 ms
Total Talk Time (AGENT): 113153 ms
Total Talk Time (CUSTOMER): 94532 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/1ca76470-598f-4047-ba8f-3a5a640db150_20250318T21:18_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, um, my name is [PII]. I'm a case manager calling from a hospital in reference to one of your clients.
[AGENT][NEUTRAL] Mhm. Yes. And how may I assist you today, Miss [PII]?
[CUSTOMER][NEUTRAL] He's discharging home today and he needs a wheelchair. I was just wondering if you guys will cover the price for him to get a wheelchair.
[AGENT][NEUTRAL] OK, I can check his benefits, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Wait a minute, [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, is that the same as the group number?
[AGENT][NEUTRAL] Um, no, it's a little bit different. It starts with a 0 followed by 7 digits.
[CUSTOMER][NEUTRAL] Um, I don't have that on his face sheet it just has the group name and group number.
[AGENT][NEUTRAL] OK, let me have that group number.
[CUSTOMER][NEUTRAL] Uh, the group, the group name starts with a 0.
[CUSTOMER][NEUTRAL] 025668998
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that sounds like our number. OK, bear with me just a second.
[AGENT][NEUTRAL] Let me put this um.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] His first name is [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And this is definitely not him. And you said the number that you saw there is 02566898?
[CUSTOMER][NEUTRAL] Yeah, 02566898 and the group number is 21819.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 1819. Let me try that group number because that number didn't pull the that name. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, seems to be a large group, so I'm still waiting. OK, one moment.
[CUSTOMER][NEUTRAL] And I have a CPI number.
[AGENT][NEUTRAL] Mm, I'm not sure.
[CUSTOMER][NEUTRAL] That starts with a 0.
[AGENT][NEUTRAL] Not sure what's that, but you can give it to me and I can try that number as well.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] 5072251
[AGENT][NEUTRAL] that's OK.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] He lives in [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, OK, um, let's see, so we looking for.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And let me have the spelling of the last name one more time.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You're searching. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you said the date of birth was [PII]. OK, here it is.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I found the policy. Let me go ahead and pull the benefits, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's see. This is a limited policy. It's a hospital indemnity policy. Um, this one doesn't have any doable medical equipment benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK. He, OK, he must not know that. So it just covers hospital stay only.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Correct. Admission confinement, intensive care, rehabilitation.
[CUSTOMER][POSITIVE] Oh, OK. All right then I'll let him know. Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome, is there anything else I may help you with today? OK. Have a good day. You're welcome. Bye-bye, Miss [PII].
[CUSTOMER][NEUTRAL] All right. Bye-bye.
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[CUSTOMER][NEUTRAL] Bye bye