AccountId: 011433970860
ContactId: 1d3659ce-3787-411b-ac38-c3685cf9a9c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361510 ms
Total Talk Time (AGENT): 82811 ms
Total Talk Time (CUSTOMER): 112664 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/1d3659ce-3787-411b-ac38-c3685cf9a9c7_20250203T19:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling UPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from facility to check patients beds and eligibility.
[AGENT][NEUTRAL] [PII], I can help you. What's the policy number?
[CUSTOMER][NEUTRAL] 240-2005094.
[AGENT][NEUTRAL] Give me that one more time.
[CUSTOMER][NEUTRAL] Yeah, sure. That is [PII].
[AGENT][NEUTRAL] Do you have a copy of the ID card?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] Can you spell the patient's first and last name for me?
[CUSTOMER][NEUTRAL] Yeah, sure. That is [PII], and that is [PII], and the last name is [PII].
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][POSITIVE] Yeah, they're good.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And do you, what state does the patient reside or live?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Do you have an address for the patient, the complete address?
[CUSTOMER][NEUTRAL] Yeah. Yeah, sure. That is [PII].
[AGENT][NEUTRAL] What's the city in [PII]?
[CUSTOMER][NEUTRAL] Uh, will you repeat?
[AGENT][NEUTRAL] Spell it for me.
[CUSTOMER][NEUTRAL] Uh, that is [PII].
[AGENT][NEUTRAL] OK, [PII], thank you, one moment.
[AGENT][NEUTRAL] OK, I'm not showing a [PII].
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I got the subscriber name and date of birth. Is there any possibility to search with that?
[AGENT][NEUTRAL] You know, I searched who we have in the system and the date of birth is not a match, nor is the address.
[CUSTOMER][NEUTRAL] OK, uh, so member not phone number, right?
[AGENT][NEUTRAL] I'm not able to locate the the member. Do you have any information? You said you do not have a copy of the medical ID card?
[CUSTOMER][NEUTRAL] Yes, but I got the subscriber name and date of birth for this policy. Can you say that?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Um, I got the subscriber name and the date of birth for this policy. Can I say that?
[AGENT][NEUTRAL] And you received the information from whom? The patient?
[CUSTOMER][NEUTRAL] No, no, I am I'm having another name and date of birth for the same policy number, and could you please search with that?
[AGENT][NEUTRAL] Well, our policy number is not that long.
[AGENT][NEUTRAL] Our policy number is about 8 digits long.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And I searched by the number you provided and the spelling of the first and last name that you provided, um, looking for address in [PII], and there is no match.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you know the employer do you have like an employer number or group number?
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] No, I don't have that any dose of the information.
[AGENT][NEUTRAL] Is there any way you can reach out to Mr. [PII]?
[CUSTOMER][POSITIVE] Yeah, not a problem.
[AGENT][NEUTRAL] OK. All righty. Well, anything else I can assist with today, [PII]?
[CUSTOMER][NEUTRAL] Yeah, I'm, is there any call reference number for today's call?
[AGENT][NEUTRAL] You'll use my name in today's date as reference for today's call. [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] First initial last name is [PII].
[CUSTOMER][POSITIVE] Got it. Thank you so much and have a great day. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah.