AccountId: 011433970860
ContactId: 3dac64bc-b21b-4acd-b599-d3cb2907d0d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315510 ms
Total Talk Time (AGENT): 126136 ms
Total Talk Time (CUSTOMER): 127759 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/3dac64bc-b21b-4acd-b599-d3cb2907d0d7_20250227T17:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. My name's [PII]. I'm calling from Mayo Clinic calling on eligibility status for a patient.
[AGENT][NEUTRAL] OK, I can give you eligibility, [PII]. Um, may I please get your callback number just in case our call is disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, sure, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[CUSTOMER][NEUTRAL] Uh, policy number is.
[CUSTOMER][NEUTRAL] 1001407 PA.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, that is not our policy number. Do you see another number?
[CUSTOMER][NEGATIVE] No, unfortunately that's what's in the system and there's no card copy, so.
[CUSTOMER][NEUTRAL] It just all it says is American public life.
[AGENT][NEUTRAL] OK, what a social security number it'll.
[AGENT][NEUTRAL] OK, do you have a social security number and I could pull in his policy that way?
[CUSTOMER][NEUTRAL] Um, no, we don't have access, just the last four digits, so that wouldn't count.
[AGENT][NEUTRAL] OK. All right. Can you spell the first name for me?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sure, um, it's [PII].
[AGENT][NEUTRAL] OK, and the last name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, let me see if I can find it by the name.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] It's kind of hard to go, you know, without card copies and.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Because you memory of the information is correct.
[AGENT][NEUTRAL] Yeah, I'm not finding a.
[AGENT][NEUTRAL] Right, it's, it's hard. Yes, sir, I agree. Um, I'm not finding a [PII] Ritter in our system.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] Yeah, it's Medicare supplement, um.
[CUSTOMER][NEUTRAL] All I have is the claim address.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Right, that's our old address. We're now um [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII], let me give you the new one,
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip, the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, great.
[CUSTOMER][NEUTRAL] That's it they even still have a policy.
[AGENT][NEUTRAL] Right, if they even do.
[CUSTOMER][NEGATIVE] Doesn't seem like it.
[AGENT][NEUTRAL] You may need to um
[CUSTOMER][NEUTRAL] Well, if you can't
[AGENT][NEUTRAL] Contact them and see if they can find another number besides the one that was given.
[CUSTOMER][NEUTRAL] Contact
[CUSTOMER][NEUTRAL] Yeah, OK, that makes sense.
[CUSTOMER][NEUTRAL] I mean it says effective date [PII].
[AGENT][NEUTRAL] Oh, see, and.
[CUSTOMER][NEUTRAL] Obviously.
[AGENT][NEUTRAL] Our effective dates for our newer policies for [PII] would be start with a [PII] number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I see. So maybe she gave us old.
[CUSTOMER][NEUTRAL] Policy number or something like that.
[AGENT][NEUTRAL] May have, may have, but even that policy number is, is not one of ours.
[CUSTOMER][NEUTRAL] Not one of yours, yeah.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, I I appreciate um your help with this story.
[AGENT][POSITIVE] You're very welcome [PII] I hope that you have a great rest of your day and we appreciate you calling APL and I hope that.
[AGENT][NEUTRAL] You'll be able to find the policy.
[CUSTOMER][NEUTRAL] Yeah, figure out one way or another, right.
[AGENT][POSITIVE] Yes, sir. Yes sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well, you take care.
[CUSTOMER][POSITIVE] Well thank you so much again you too.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye now.
[CUSTOMER][NEUTRAL] OK