AccountId: 011433970860
ContactId: 206d6b2d-395f-46e8-bd00-d7ca4a03fda5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211380 ms
Total Talk Time (AGENT): 67182 ms
Total Talk Time (CUSTOMER): 113116 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/206d6b2d-395f-46e8-bd00-d7ca4a03fda5_20250214T14:32_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, hello, my name is [PII]. I'm calling from Next Level Urgent care.
[CUSTOMER][NEGATIVE] I just spoke with another representative, but the, the call got disconnected so I called back again.
[AGENT][POSITIVE] Yeah, sure. How can I help you?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, how can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, so I was looking about an eligibility status about a patient and also assistance with uh where to file the claim.
[AGENT][POSITIVE] I can help with that.
[CUSTOMER][POSITIVE] Meaning the exact PO box address. OK, thank you so much.
[AGENT][NEUTRAL] OK, yes, of course. So I can help with that. What is the policy number, please?
[CUSTOMER][NEUTRAL] Uh yes, the policy number, the one that the patient provided me with is uh 683.
[CUSTOMER][NEUTRAL] 985.
[CUSTOMER][NEUTRAL] 111.
[AGENT][NEUTRAL] OK, um, that's not their social security number, is it?
[CUSTOMER][NEUTRAL] Uh, to be honest, for this date of, uh, service, the patient did not, uh, give us a member ID card, and, uh, uh, before calling you guys, I called him and he told him to give me his member ID and he gave me this number.
[AGENT][NEUTRAL] I see. And his name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, his name is [PII]. So I'm gonna spell it for you. It's [PII]
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] As an era, [PII]
[CUSTOMER][NEUTRAL] [PII], so [PII], and last name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII] so [PII].
[AGENT][NEUTRAL] OK, let me see if I can't find it by his name, um.
[CUSTOMER][NEUTRAL] OK. Uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I appreciate that. While I'm looking him up, uh, if I can have a callback number, please, in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Uh, yes, sure. So it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. I appreciate that. And his last name is spelled [PII]
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I don't have him in our.
[CUSTOMER][NEUTRAL] And he's
[AGENT][NEUTRAL] Yeah, please go ahead.
[CUSTOMER][NEUTRAL] Oh, you don't have him in, in, OK, sure.
[AGENT][NEUTRAL] Yeah, I don't have them in the system at all.
[CUSTOMER][NEUTRAL] Oh, and also he's living in [PII].
[AGENT][NEUTRAL] Um, no.
[CUSTOMER][NEUTRAL] If it's
[AGENT][NEGATIVE] Yeah, we do have, we do have insured from, from [PII]. Um, the thing is I'm not finding this guy at all in our system. Uh, and the number that he gave you is not one of our policy numbers and I looked it up, I tried to look it up as though it were his social security number, and that's not coming up either.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, yeah, I see. OK, thank you so much. Do you have a reference number for this call, please?
[AGENT][NEUTRAL] OK, I'm sorry I wasn't able to help but.
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as a reference.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK, well thank you for contacting AP have a good