AccountId: 011433970860
ContactId: 3d3f9962-e112-40ff-8657-f093bdf0815e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375519 ms
Total Talk Time (AGENT): 155330 ms
Total Talk Time (CUSTOMER): 119272 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/3d3f9962-e112-40ff-8657-f093bdf0815e_20250117T15:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good morning, Ms. [PII]. This is [PII] from Memorial Preservice department. How are you doing today?
[AGENT][POSITIVE] I'm good, [PII]. How are you today?
[CUSTOMER][POSITIVE] Good good thanks for asking.
[AGENT][POSITIVE] Good. Well, how can I help you today?
[CUSTOMER][NEUTRAL] OK. I was calling to verify um.
[CUSTOMER][NEUTRAL] Insurance certification for one of our patients. But the patient does not have the member ID. Um, she's waiting for the card to arrive this week, she advised.
[CUSTOMER][NEUTRAL] So, I don't know how can I verify it.
[AGENT][NEUTRAL] OK, so, um, we can try, do you happen to have, well, I can help you with this, but do you happen to have the member's full social?
[CUSTOMER][NEUTRAL] Let me check here in her file. No, I only have the four last digits.
[AGENT][NEUTRAL] And first off,
[AGENT][NEUTRAL] OK, what is the, um, first off, [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] OK, Ms. [PII], phone number will be [PII].
[AGENT][NEUTRAL] OK. So, um, I'll have to try and search by the name. What is the last name?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII] and then [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, just one moment.
[CUSTOMER][NEUTRAL] Doc.
[CUSTOMER][NEUTRAL] Ms. [PII], what's the first letter of your last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] You're welcome. So just a moment.
[AGENT][NEUTRAL] And what is the first name?
[CUSTOMER][NEUTRAL] OK, first name I have [PII]
[AGENT][POSITIVE] I'm so sorry, say that one more time, please. [PII]
[CUSTOMER][POSITIVE] No, no problem. [PII]
[AGENT][NEUTRAL] Uh-huh, uh-huh, uh-huh. [PII], OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, um, and she is the subscriber, is that correct?
[CUSTOMER][NEUTRAL] Um, I'm understanding, yes. I'm not sure.
[AGENT][NEUTRAL] OK, so I did not have anyone in our system. I have tried spelling her name with a space and without the space. You said the last name is [PII] Is that correct?
[CUSTOMER][NEUTRAL] Yeah, that [PII], yeah, that's what I have.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Do you need her full social number?
[AGENT][NEUTRAL] Um, if I'm going to look by social, yes, ma'am, I would have to have that.
[AGENT][NEUTRAL] I just don't have anyone by that last name in our system. If you have that, I can try and check it. Do you know who she works for?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, no.
[AGENT][NEUTRAL] Yes ma'am, she's gonna have to provide some additional information without the full social liberty since there's no one coming up by that name.
[CUSTOMER][NEUTRAL] OK. And also I have to ask her if she's the main.
[AGENT][NEUTRAL] Correct, if she's the main policy holder, then we can try and search by her social, but again, there's no one I like, and, and again I tried to spell her name with and without a space because sometimes depending on how the enrollment is received, you know, it might not have had that in there, but there is no one in our system either way.
[CUSTOMER][NEUTRAL] Older? OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I mean there's no one by that spelling of that name at all.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Possibly a different last name?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] That part I, let me see one. I'm looking as you speak, see if I find anything.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, no, and her driver's license, it, it comes out like that. That's [PII]. That's all it's telling me here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So yes, ma'am. She's just gonna have to be able to provide who she works for, um, or her full social because I can't, I'm not getting anything no matter how I search it with that name, first and last.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, yeah, cause I don't have.
[CUSTOMER][NEUTRAL] All that information here, yep, I don't.
[CUSTOMER][POSITIVE] OK, so let me call back then. I appreciate it.
[AGENT][POSITIVE] OK, I'm so sorry, [PII]. Is there anything else at the moment I can help you with?
[CUSTOMER][POSITIVE] No, you've been great thank you very much I appreciate it.
[AGENT][POSITIVE] OK. Well, yeah, absolutely, you're very welcome and thank you again for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too. Thank you. mhm, bye-bye.
[AGENT][POSITIVE] Uh-huh, thank you. Bye bye.