AccountId: 011433970860
ContactId: 40f3e7d7-ef64-454c-902c-dd1063d04979
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219479 ms
Total Talk Time (AGENT): 63394 ms
Total Talk Time (CUSTOMER): 102747 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/40f3e7d7-ef64-454c-902c-dd1063d04979_20250324T18:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on behalf of provider's office to check on members' eligibility.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] And the callback number would be [PII].
[AGENT][NEUTRAL] OK. Yes,
[CUSTOMER][NEUTRAL] And that thing.
[AGENT][NEUTRAL] And I'm sorry, you were cutting in and out. Let me get your name one more time.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yeah. That would be 022 0310.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] The first name is [PII].
[CUSTOMER][NEUTRAL] Should I spell it out?
[AGENT][NEUTRAL] Actually, a different number came up. Let me get that number one more time.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Please repeat the policy number.
[CUSTOMER][NEUTRAL] Yeah, that is 0, sorry, 0220310.
[AGENT][NEUTRAL] OK. No one came up under that number. Do you have the member's social security number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I have the last four digits of Social Security number.
[AGENT][NEUTRAL] OK, I could try to look her up by name, name and date of birth. What's the last name?
[CUSTOMER][NEUTRAL] Can I do it?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The last name would be, as well as the last name, that is [PII].
[AGENT][NEUTRAL] OK and the first name?
[CUSTOMER][NEUTRAL] That would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. I apologize. No one came up under that name.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, no one came up in our system under that name. I could try the policy number again if you'd like.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, that would be
[CUSTOMER][NEUTRAL] Just a minute. It's 022 0310.
[AGENT][NEUTRAL] Yeah, no one's coming up under that number. I'm, I apologize.
[AGENT][NEUTRAL] If you get her social, her full social, we could probably look her up that way.
[CUSTOMER][NEUTRAL] But I have the last 4 numbers of the social.
[AGENT][NEUTRAL] Yeah, I would need the full social in order to pull her up in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. And
[AGENT][POSITIVE] OK, thank you. Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, thank you for calling ATL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] Bye-bye.