AccountId: 011433970860
ContactId: 3702aec5-9122-43a1-b501-7878e809a8e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213320 ms
Total Talk Time (AGENT): 95000 ms
Total Talk Time (CUSTOMER): 125060 ms
Interruptions: 7
Overall Sentiment: AGENT=0, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/3702aec5-9122-43a1-b501-7878e809a8e4_20250102T19:10_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office to check on my eligibility.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have a callback number for you?
[CUSTOMER][NEUTRAL] So, it's [PII] [PII]. And your name is [PII], right?
[AGENT][NEUTRAL] No, I, my name is [PII]
[CUSTOMER][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] And I apologize. Could you give me your name again?
[CUSTOMER][NEUTRAL] It had
[CUSTOMER][NEUTRAL] Sure. It's [PII] and [PII].
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] [PII], can I have the policy number of the member that you're inquiring eligibility for today?
[CUSTOMER][NEUTRAL] Sure. I have the policy number as 0009.
[CUSTOMER][NEUTRAL] 850-15
[AGENT][NEUTRAL] What is this member's name and date of birth?
[CUSTOMER][NEUTRAL] And the first name is [PII] and the last name is [PII] with the date of birth of [PII].
[AGENT][NEUTRAL] OK, so that policy number didn't pull up on the policy. Spell her last name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, what is the last name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Uh, [PII] lives in the state of [PII] and the city is [PII].
[AGENT][NEUTRAL] What city and state does [PII] live in?
[CUSTOMER][NEUTRAL] Is that sound OK?
[AGENT][NEUTRAL] That policy number that you gave I'm not pulling her up in the system. Could you verify what's the policy number on her card? It should say policy number or certain number inpatient, outpatient service number?
[CUSTOMER][NEUTRAL] It's a policy number.
[AGENT][NEUTRAL] OK, so what is the policy number because the one you gave is not pulling up a policy.
[CUSTOMER][NEUTRAL] Uh, that's the policy number that I have. I'm gonna repeat that it's 000985015.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] That's not pulling up a policy for the member, the name that you're giving me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so what you're saying is, uh, with the name no.
[AGENT][NEUTRAL] Do you have her social? I'm not finding her in the system. Her name is [PII]. There's multiple individuals in the system by the name of [PII].
[CUSTOMER][NEUTRAL] No, I don't have
[AGENT][NEUTRAL] So do you have a copy of the card that says policy number or certain number on the card? Are you looking from the card and giving me that information?
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] No, I'm looking from the medical records and giving that information.
[AGENT][NEUTRAL] No, I need, do you have a card?
[CUSTOMER][NEUTRAL] No, I don't have that.
[AGENT][NEGATIVE] Well, unfortunately I'm not able to find a member in the system due to the name being [PII]. There's multiple individuals in the system with the same name.
[CUSTOMER][NEUTRAL] I have one more number. Have you had it?
[CUSTOMER][POSITIVE] Sure, no problem. Thank you so much for that, Sala, and uh is the reference number?
[AGENT][NEUTRAL] You're welcome. Thanks for calling APL and have a good day. We don't provide reference numbers, however, you can use my name in today's date, and you might wanna reach out to the insurer to verify her actual policy number that is listed on the card, so we can better assist you or her social.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Sure, no problem. So, thank you so much for that.
[AGENT][POSITIVE] You're welcome thanks for calling APO. Have a good day bye.
[CUSTOMER][POSITIVE] Thank you.