AccountId: 011433970860
ContactId: 1e52a597-973e-45d5-9d69-3d94e57761c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 570750 ms
Total Talk Time (AGENT): 175321 ms
Total Talk Time (CUSTOMER): 133708 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/1e52a597-973e-45d5-9d69-3d94e57761c0_20250331T12:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Advent Health Imaging. I need to check patients benefits. Could you please assist me with this?
[AGENT][NEUTRAL] OK. I'm very sorry, but I'm having a little difficulty hearing you. Did you say that your name is [PII]?
[CUSTOMER][POSITIVE] Yeah, you're right.
[AGENT][NEUTRAL] OK, [PII], and you said that you're needing eligibility for a member, is that correct? And benefits also?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] Yeah, yeah, you're right.
[AGENT][NEUTRAL] OK, yes, yes, [PII], I can help you with those things. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] Me's policy number. Just give me a moment.
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I'm pulling up the details. Just a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, the members
[CUSTOMER][NEUTRAL] One more it's gonna be.
[CUSTOMER][NEUTRAL] 0254
[CUSTOMER][NEUTRAL] 9493.
[AGENT][POSITIVE] OK, [PII], thank you. Give me a couple of moments to get the member's information pulled up.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and just so any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] Patient's name, it's gonna be [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, can you, what was the last name?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Uh, I'm so sorry. Spell that again.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, now that information does not match what we have on file, [PII], for this number.
[AGENT][NEUTRAL] We have a different last name.
[CUSTOMER][NEUTRAL] Just give me a moment. Let me double check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, actually, the patient, first name is [PII] with the last name [PII]. Yeah, it's [PII]
[CUSTOMER][NEUTRAL] And the date of birth [PII].
[AGENT][NEUTRAL] OK, so again,
[AGENT][NEUTRAL] Yes, they're part of the information.
[AGENT][NEUTRAL] You're providing matches, but the last name does not.
[CUSTOMER][NEUTRAL] Just give me a moment. Let me check the member ID ones.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And let me check is there any interest cost.
[CUSTOMER][NEUTRAL] Still checking. Just a moment.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][POSITIVE] Actually, the information I provided you is correct because I have the coordination of benefits as well.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] The policy number, everything they mentioned right you the relationship to the subscriber is a self-funded plan.
[CUSTOMER][NEUTRAL] Could you please do double check because the first name of the?
[AGENT][NEUTRAL] Yes, sir, her ID card or our company does not have that last name. Yes sir, I have. Yes sir, I have, and the name that you provided me is not what is on our ID card for this number.
[AGENT][NEUTRAL] So you would need to reach out to the, to the member.
[AGENT][NEUTRAL] And explain that when you try to verify her eligibility and benefits, that you were told that our information does not match the information you have for her.
[CUSTOMER][NEUTRAL] Do you need any other information to do crosscheck?
[AGENT][NEUTRAL] We have a different last name.
[AGENT][NEUTRAL] I can't again we are provided in enrollment.
[CUSTOMER][NEUTRAL] Do you need any other information to do cross-check?
[AGENT][NEUTRAL] I cannot do a cross check. We received cer we received a different last name for her enrollment, so I cannot confirm that this is the same patient.
[CUSTOMER][NEUTRAL] But the first name is right, right? [PII].
[AGENT][NEUTRAL] The first name, yes sir, but again because the last name you're giving me there's no record of that last name in our system, you would need to reach out to the member and explain that her APL information has a different last name than what you have.
[AGENT][NEUTRAL] She would need to contact us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Was the date of birth correct?
[AGENT][NEUTRAL] The last name is the information that does not match in order for me to confirm eligible.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, I got you, but the date of birth is corrected.
[AGENT][NEGATIVE] The last name does not match ID card.
[AGENT][NEUTRAL] Yes sir, but
[AGENT][NEUTRAL] Again, because the date of birth is correct, I verify this member's information. We do not show her last name as [PII].
[AGENT][NEUTRAL] And her APL ID card does not have [PII] as the last name.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I got you. That's all for today. Can I have the call reference number for this call? And before that, how do you spell your name? Could you please spell it for me?
[AGENT][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] My name is [PII] and my, and today's date would be your call.
[CUSTOMER][NEUTRAL] OK, please.
[AGENT][NEUTRAL] I'm sorry, [PII], could you repeat your question?
[CUSTOMER][NEUTRAL] It's [PII], right? [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, thanks. Thank you so much. That's all for today. Bye for now.
[AGENT][POSITIVE] Wel[PII], you're very welcome.
[AGENT][POSITIVE] OK, if that is all then [PII], that I can help you with at the moment and thank you again for calling APL and I hope that you have a very nice day.
[CUSTOMER][POSITIVE] Yeah, you too. Have a good one. Bye-bye.
[AGENT][POSITIVE] Thank you. Uh-huh. Bye-bye.
[CUSTOMER][NEUTRAL] OK