AccountId: 011433970860
ContactId: 27003a52-f89c-4c89-98b7-52e17d93b5d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207699 ms
Total Talk Time (AGENT): 97249 ms
Total Talk Time (CUSTOMER): 84017 ms
Interruptions: 5
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/27003a52-f89c-4c89-98b7-52e17d93b5d8_20250326T16:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a provider's office to get benefits for a patient.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, I can help you with benefits for patients. Can I please get your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Santa Lucia Surgical Center.
[AGENT][NEUTRAL] OK and what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Policy is 02497632.
[CUSTOMER][NEUTRAL] Uh, they, uh, patient's name [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And then can you please um.
[AGENT][NEUTRAL] Oh, I'm sorry, you gave me the policy number. I apologize. I did write that down.
[AGENT][POSITIVE] Sorry about that. Let me pull up the policy.
[CUSTOMER][NEUTRAL] It's OK, it's uh.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Oh, OK. Does she go by her middle name?
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Or he go by his mental. I'm, I'm seeing that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For this policy, 249-763-2. I'm not finding the name [PII] on this policy.
[CUSTOMER][NEUTRAL] Mm mm no, I only let me see how.
[AGENT][NEUTRAL] I'm only showing there is a male, um, a male that's covered on this policy.
[AGENT][NEUTRAL] The policy holder.
[AGENT][NEUTRAL] And then the
[CUSTOMER][NEUTRAL] From [PII] [PII].
[AGENT][NEUTRAL] Birth date does not match. Mm yeah, no [PII].
[CUSTOMER][NEUTRAL] Maybe [PII].
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, the [PII].
[AGENT][NEUTRAL] No, I don't see an [PII] either.
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][NEUTRAL] No, ma'am, I'm only showing that we have um a male member and it's an individual policy for just himself.
[CUSTOMER][NEUTRAL] OK, and you have the policy 02497632.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] 0249763
[CUSTOMER][NEUTRAL] OK, I don't know they OK, they called on.
[CUSTOMER][NEUTRAL] On the [PII] and it was active. I, I don't know. OK, let me, let me find out what's going on.
[AGENT][NEUTRAL] OK. All right. All right, Ms. [PII]. Is there anything else I can help you with before we go? I will tell you this, this policy, uh, did change on effective [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, change to individual coverage.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] On that day
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, alright, let me let them know. OK, thank you so much, [PII], thank you.
[AGENT][POSITIVE] OK. All right, you're very welcome. You have a wonderful day and thank you for calling APM Ms. [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.