AccountId: 011433970860
ContactId: 227672bf-5815-47d1-ac09-6fa781f0c7c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233399 ms
Total Talk Time (AGENT): 51339 ms
Total Talk Time (CUSTOMER): 84061 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/227672bf-5815-47d1-ac09-6fa781f0c7c6_20250116T17:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from the Jansen sponsored patient support program on behalf of Doctor [PII] to verify insurance benefit for a patient. Before we begin, I need to inform you that this call is being recorded for quality assurance and training purposes. How are you doing today?
[AGENT][POSITIVE] I'm good, [PII], thanks for asking. I'm happy to check on benefits. What is the patient policy number?
[CUSTOMER][NEUTRAL] Yeah, before that, could you please spell your name with your last name first initial, if you don't mind, please?
[AGENT][NEUTRAL] My name again is [PII], that is spelled [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] Yeah, thank you so much, uh, the policy number will be 607.
[CUSTOMER][NEUTRAL] 158
[CUSTOMER][NEUTRAL] 0570.
[AGENT][NEUTRAL] OK. That's too long to be one of our policy numbers. Do you have their name or social?
[CUSTOMER][NEUTRAL] I don't have social security number, but I do have a patient's name and date of birth. Uh, can I provide it for you?
[AGENT][NEUTRAL] Yeah. What's the name?
[CUSTOMER][NEUTRAL] Yeah, the name will be [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] I'm gonna need you to spell the name, please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, sure. First name will be [PII].
[CUSTOMER][NEUTRAL] And the last name spell as uh [PII].
[AGENT][POSITIVE] Thank you for that. Give me just one moment, please. Let me take a look.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for your patience and waiting. So, I'm not able to locate a plan with that member ID like that name or date of birth. Unfortunately, we don't have a plan that I see on file.
[CUSTOMER][POSITIVE] Yeah, thank you so much for the information. Can I have the call reference number for this call?
[AGENT][NEUTRAL] Yes, absolutely. Call reference would be my name with my last initial and then today's date.
[CUSTOMER][POSITIVE] Yeah, thank you so much, sir. Uh you've been a great help today. Have a wonderful day.
[AGENT][POSITIVE] You too, [PII]. Take care.
[CUSTOMER][NEUTRAL] Bye-bye.