AccountId: 011433970860
ContactId: 407900d0-eac7-4282-a0ca-81452d7d7fbe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339609 ms
Total Talk Time (AGENT): 120705 ms
Total Talk Time (CUSTOMER): 123191 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/407900d0-eac7-4282-a0ca-81452d7d7fbe_20250530T12:02_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] Thank you, [PII]. My name is [PII]. I'm calling from Hospital. I need to verify eligibility and benefits for a patient, please.
[AGENT][NEUTRAL] OK, [PII], you're needing to verify eligibility and benefit information, is that correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][POSITIVE] Yes, I can help you with that. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is there an option or anything? Or is that directly to you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] It is 0167248 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, we're missing a number. You said you had given me 0167248, but that's not enough numbers.
[CUSTOMER][NEUTRAL] Mm, the only number that I have.
[AGENT][NEUTRAL] You don't, you don't happen to have an ID?
[CUSTOMER][NEUTRAL] Maybe with the social security number?
[AGENT][NEUTRAL] OK, do you know if your patient is the subscriber?
[CUSTOMER][NEUTRAL] Uh, I guess, yes, but I have the social security number. Can you help me with that?
[AGENT][NEUTRAL] Yes ma'am, but I, yes ma'am, that's why I was asking if your patient was the subscriber because I can only look by the subscriber social.
[CUSTOMER][NEUTRAL] Yeah, so it's a sub subscriber.
[AGENT][NEUTRAL] And what is that number?
[CUSTOMER][NEUTRAL] OK, give me, give me one second. Let me check something.
[CUSTOMER][NEUTRAL] Um, I believe it's
[CUSTOMER][NEUTRAL] Is the, this is the mother's um ID number because the child is, is, is, yeah.
[AGENT][NEUTRAL] Then I need
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I need the mother's social.
[CUSTOMER][NEUTRAL] Probably the secondary, but
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. It's [PII].
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, there's no one in the system with that social security number. You don't have a copy of the ID card, [PII]?
[CUSTOMER][NEUTRAL] Nope. Mm mm. And what's the date of birth, no? No name and date of birth, maybe no.
[AGENT][NEUTRAL] No, ma'am, I can't search but I can try by the name, but if it's a very common name because I cannot search by date of birth.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So what is the last name?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the name is [PII].
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, so I am not able to locate.
[AGENT][NEUTRAL] A member by the name of [PII].
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And who is the subscriber on the policy?
[CUSTOMER][NEUTRAL] Uh, [PII], I guess.
[CUSTOMER][NEUTRAL] Can I spell that, the, the last name?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the first name again? [PII]
[CUSTOMER][NEUTRAL] The name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] And I also I'm not able to pull up a [PII] in our system.
[CUSTOMER][NEUTRAL] OK. Perfect. Can you please give me the reference number for this call?
[AGENT][NEUTRAL] Uh yes, ma'am. It would be my name that I gave you along with today's date and [PII], you may want to reach out to the member to get the correct policy number because that number is just, um, it's missing a digit.
[CUSTOMER][POSITIVE] Uh, OK. Thank you very much, uh, [PII].
[AGENT][POSITIVE] So it must, OK. Well, oh, you're welcome. Is there any, yes, ma'am, you too. Anything else I can help you with?
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] No, thank you very much. Have a good day.
[AGENT][POSITIVE] OK. Well, I hope you have a nice day too, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] OK, bye.
[AGENT][NEUTRAL] Bye bye.