AccountId: 011433970860
ContactId: 3fbbb5e1-6ee4-485f-9504-a90a0caa53bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189029 ms
Total Talk Time (AGENT): 97186 ms
Total Talk Time (CUSTOMER): 65325 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/3fbbb5e1-6ee4-485f-9504-a90a0caa53bc_20250317T16:41_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] at Research Medical Center outpatient registration. How are you?
[AGENT][POSITIVE] Oh, I'm doing wonderful how about yourself today?
[CUSTOMER][POSITIVE] I'm good thank you. I was calling to get verification on a patient.
[AGENT][POSITIVE] Oh OK yeah I'd love to help you with some patient verification today and.
[CUSTOMER][NEUTRAL] To pay for an extra.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][POSITIVE] Thank you so much for your patience. I'm so sorry. um, do you mind if I get a good call back number for you real quick?
[CUSTOMER][NEUTRAL] Uh-huh. OK.
[CUSTOMER][NEUTRAL] Uh-huh, [PII].
[AGENT][POSITIVE] Thank you, thank you. And the member's policy number today?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I don't know how to find it. All I see is a EDI payer ID.
[AGENT][NEUTRAL] Hm it might say inpatient outpatient benefit cert certificate number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, where's your where's your medical ID number on here?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I, I think it's just [PII].
[CUSTOMER][NEUTRAL] the employee ID.
[CUSTOMER][NEUTRAL] Oh, it would be employee ID?
[AGENT][NEUTRAL] Um, I can try that. Oh, no.
[CUSTOMER][NEUTRAL] D
[CUSTOMER][NEUTRAL] OK, D
[AGENT][NEUTRAL] That's not us, um.
[CUSTOMER][NEUTRAL] OK, that's not it.
[AGENT][NEUTRAL] The D numbers for 90 degree benefits, um, does it have the group number? I can look it up there? OK.
[CUSTOMER][NEUTRAL] I don't know he has
[CUSTOMER][NEUTRAL] That's what he has.
[CUSTOMER][NEUTRAL] Uh, group number.
[CUSTOMER][NEUTRAL] 645-556
[AGENT][NEUTRAL] Fowler Elementary School.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Huh, I'm not showing anything underneath that group, um.
[CUSTOMER][NEUTRAL] He said this is not it.
[AGENT][NEUTRAL] So just out of curiosity, um, when, when you were calling, did you call the [PII].
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] Um, [PII] option.
[CUSTOMER][NEUTRAL] Uh-huh, 4296, yes.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Um, so I think sometimes if you press um option 2 because it'll say like for medical benefits, um, press option 2, they'll come to us, but um you actually want to press it's tricky you actually wanna press option 1 and go to 90 degree benefits and then they'll use that number that starts with the D.
[CUSTOMER][NEUTRAL] I thought that's what I did.
[CUSTOMER][NEUTRAL] Option 1 and then 2 or just option 1.
[AGENT][NEUTRAL] Just option one, yeah, it's gonna take you to IMA or 90 degree benefits and then they use that data verification number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK. Thank you.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you so much for calling APL, Miss [PII], and if you guys need anything else or it turns out to be us and they give you a different policy number, just give us a call back and we'll take care of you, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Oh OK, thank you.
[AGENT][POSITIVE] My pleasure. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye bye bye.