AccountId: 011433970860
ContactId: 39c2c090-c546-4cc6-80e4-3eb2cc537d0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303850 ms
Total Talk Time (AGENT): 99302 ms
Total Talk Time (CUSTOMER): 74583 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/39c2c090-c546-4cc6-80e4-3eb2cc537d0e_20250403T17:34_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from a physical therapy office and I'm trying to get in-work benefits for a patient.
[AGENT][NEUTRAL] Hi
[AGENT][POSITIVE] I can help you with benefits. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and my callback number is [PII].
[AGENT][POSITIVE] OK, thank you, [PII].
[AGENT][NEUTRAL] And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it is 60801.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Um, I know that policy number has a totally different person. Let's, um,
[AGENT][NEUTRAL] What, uh, do you have a different policy number?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Do you have a different policy number? That policy number you gave me 60801?
[CUSTOMER][NEUTRAL] No, that's
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] Uh, pulls up a totally different person.
[CUSTOMER][NEUTRAL] Yeah, that's the one she gave us.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have her social?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, what was the last name?
[CUSTOMER][NEUTRAL] You're [PII]
[AGENT][NEUTRAL] And what was that first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hold on one moment, OK?
[CUSTOMER][NEUTRAL] Mhm, no problem. You are on hold.
[AGENT][NEUTRAL] Oh please lay down, lay out.
[AGENT][NEUTRAL] Pull it out.
[AGENT][NEUTRAL] July
[AGENT][NEUTRAL] OK, sorry about that. Thank you for holding. OK, do you know what type of policy it is?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm sorry, one second, she's asking what type of payment.
[CUSTOMER][NEUTRAL] She just said it was her secondary insurance and that she has a gap.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I've got quite a few in uh [PII] is in our system, so I'm just trying to figure out which one.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It would be
[CUSTOMER][NEUTRAL] And with the date of birth?
[AGENT][NEUTRAL] Uh, yeah, I can't look up date of birth. Maybe that 60801 is the group number. Let me try that way.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] He might be one.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Yeah, I'm not pulling up.
[AGENT][NEUTRAL] I, I'm not able to locate her in the system unless you can provide a different policy number or uh group number or a um social security number.
[CUSTOMER][NEUTRAL] And no [PII] with that date of birth that is [PII] either?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I can't look my date of birth, so I do have several [PII]'s in our system. Um, most of the policies are lapsed. I did look at an active policy but it's a different, uh, date of birth.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, um, OK, we'll just call the patient and try to get that a member ID?
[AGENT][NEUTRAL] And see if she could
[AGENT][NEUTRAL] OK, yeah, I just
[AGENT][NEUTRAL] Uh, see if she can provide a card, um.
[AGENT][NEUTRAL] Because it'll have the policy certificate number on it.
[CUSTOMER][POSITIVE] OK perfect OK thank you so much for your help.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.