AccountId: 011433970860
ContactId: 24f0a89b-9cb8-4593-893b-978dfddebdbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360559 ms
Total Talk Time (AGENT): 132252 ms
Total Talk Time (CUSTOMER): 139191 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/24f0a89b-9cb8-4593-893b-978dfddebdbd_20250206T19:33_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? Just to verify the ability for patient start.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you, [PII] and a good call back number please.
[CUSTOMER][NEUTRAL] Callback number.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And [PII], what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Policy number is 01482796 ML7.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII]. Date of birth [PII].
[AGENT][POSITIVE] Alright, thank you, and it would be my pleasure to assist you with that eligibility for [PII]. I am showing her policy is active. Effective date is [PII], and this is a secondary policy to the policyholder's primary insurance. Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Yes, let me see, I have 3 more patients. Give me one sec.
[AGENT][POSITIVE] Alright, give me just one moment to notate this account. I'll be happy to assist you with more patience.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] All right, [PII], I'm ready for that next policy number whenever you are.
[CUSTOMER][NEUTRAL] Yes, I have 000693693.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Is that an actual number or?
[AGENT][POSITIVE] Kinda sounds funny, 693-693?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yeah, 000693693. Yeah, let me check to see if they scan it.
[AGENT][NEUTRAL] What's the last name of the patient?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] No, that's not the one we have for that policy number. Do you happen to have the social?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Or an APL ID card?
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] I'm looking for the card to see. I have a social [PII].
[AGENT][NEUTRAL] OK, let me get to that screen. I apologize, hang on.
[AGENT][NEUTRAL] I'm so sorry. I had to go to a different screen.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, no, no, it's OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Are they a dependent?
[CUSTOMER][NEUTRAL] Let me see
[AGENT][NEUTRAL] Because I would have to have the policy holder's social.
[CUSTOMER][NEUTRAL] I'm not sure if they're the primary or the.
[CUSTOMER][NEUTRAL] I think in the main.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] The primary.
[AGENT][NEUTRAL] OK. What was the last name sounded like a double last name, right?
[CUSTOMER][NEUTRAL] Uh, [PII], yeah.
[AGENT][NEUTRAL] Can you spell that last name?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] Is [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] I'm not pulling her up by name either.
[AGENT][NEUTRAL] Do you have an APL ID card?
[CUSTOMER][NEUTRAL] No? OK, that's OK, maybe.
[CUSTOMER][NEUTRAL] No, they didn't scan it. They have a group, but it seems a little bit weird too. I don't know.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] Group MZ 0937.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] That's not us.
[CUSTOMER][NEUTRAL] Is that that's not it, right? OK.
[AGENT][NEUTRAL] Our group numbers are 5 digits only.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I have another patient. Let me see. I have 2 more patients.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] I have 01678898 ML 8.
[AGENT][NEUTRAL] Name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and then date of birth [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, Sam, her policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] And what's the confirmation or reference number?
[AGENT][NEUTRAL] It's going to be my name in today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] Yes, let me see the last patient is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now this ID is a little bit weird as well it's TC 51269997.
[AGENT][NEUTRAL] Which that's not our policy number either.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] Let me see if I can find the cards.
[CUSTOMER][NEUTRAL] OK, no, they didn't scan the card. OK, that's all.
[AGENT][NEUTRAL] All right, yes.
[CUSTOMER][NEGATIVE] I don't like I could get.
[AGENT][POSITIVE] Well, it was a pleasure to assist you with that eligibility, [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you. Have a wonderful day. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.