AccountId: 011433970860
ContactId: 37514fee-efd8-4516-a024-50e3e4921efd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319880 ms
Total Talk Time (AGENT): 87955 ms
Total Talk Time (CUSTOMER): 118114 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/37514fee-efd8-4516-a024-50e3e4921efd_20250116T17:37_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 doing good, [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Yeah, I'm doing great. Thanks for asking. If you don't mind, could you spell your name with your last name, first initial, please?
[AGENT][NEUTRAL] Yes, my name is [PII] and first initial is [PII]
[AGENT][NEUTRAL] And [PII], what is your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Yeah, my callback number will be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah, the patient's name is [PII] and the date of birth is uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what's Miss [PII]'s policy number?
[CUSTOMER][NEUTRAL] Yeah, that will be 607.
[CUSTOMER][NEUTRAL] 158
[CUSTOMER][NEUTRAL] 0570.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Let me pull in that policy number.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] OK, that policy number is too long.
[AGENT][NEUTRAL] Do you have another policy number?
[CUSTOMER][NEUTRAL] Uh, give me a minute. I have to take a look for that.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yeah, but here there is uh only one policy number that will be 6,071,580,570.
[AGENT][NEUTRAL] OK, do you have
[CUSTOMER][NEUTRAL] I don't have any other.
[AGENT][NEUTRAL] OK, do you have [PII], can you spell her last name for me?
[CUSTOMER][POSITIVE] Yeah, sure, definitely.
[CUSTOMER][NEUTRAL] That will be [PII].
[AGENT][NEUTRAL] OK, and that first was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right. Let me look that up real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Looking for last name, [PII] I do not find the claim, or I'm sorry, I don't find the member on file.
[CUSTOMER][NEUTRAL] Shall you try with the NPI number?
[AGENT][NEUTRAL] I'm sorry, sir. What did you just say?
[CUSTOMER][NEUTRAL] Yes uh
[CUSTOMER][NEUTRAL] With the NPI number, is it possible to pull the member's information?
[AGENT][NEUTRAL] Uh, you can give me the number and I can try.
[CUSTOMER][NEUTRAL] Yeah, that would be 1346.
[CUSTOMER][NEUTRAL] 256
[CUSTOMER][NEUTRAL] 773.
[CUSTOMER][NEUTRAL] I
[AGENT][NEGATIVE] OK, that number will not work. It's too many digits. It's not pulling in.
[AGENT][NEUTRAL] Do you have her social security number?
[CUSTOMER][NEUTRAL] Uh, that will be fine.
[CUSTOMER][NEUTRAL] No, I don't have that option.
[AGENT][NEUTRAL] OK, well, we tried I can't find her [PII].
[CUSTOMER][POSITIVE] Yeah, thank you so much for your help, uh, [PII]. Uh, do you have call reference number?
[AGENT][NEUTRAL] Yes, you can use my name [PII] and then my uh and then today's date.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, [PII], well you have a blessed day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, thank you so much so uh have a wonderful day.
[AGENT][POSITIVE] You're welcome. You too, sir. Bye-bye.
[CUSTOMER][NEUTRAL] You. Bye-bye.