AccountId: 011433970860
ContactId: 4227b989-cd70-4d70-bed5-22ddc0af20ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337309 ms
Total Talk Time (AGENT): 139354 ms
Total Talk Time (CUSTOMER): 123157 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/4227b989-cd70-4d70-bed5-22ddc0af20ca_20250114T21:18_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]. I was wondering if you could assist me in verifying if a patient's American Public Life is currently active?
[AGENT][POSITIVE] Yeah, I can definitely help you um do you mind if I really quickly get your name and a good callback number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII]. Last name [PII], and my callback number is [PII]. I have no extension.
[AGENT][NEUTRAL] Thank you. And what's the member's policy number?
[CUSTOMER][NEUTRAL] Members policy number is I'm sorry, 01829112 MLB.
[AGENT][POSITIVE] Thank you, and give me a moment.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, ML8 not B.
[AGENT][POSITIVE] Oh, perfect, thank you.
[AGENT][NEUTRAL] And let me see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, and your patient's first and last name and date of birth please?
[CUSTOMER][NEUTRAL] Um, her name is [PII]. Date of birth, [PII].
[AGENT][POSITIVE] Perfect, she is current and active with us it looks like she has an effective date of.
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] No, no, you're good.
[AGENT][NEUTRAL] OK, I'm sorry I do not believe she is still active with us, but let me check something real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, so I am gonna say I do see her listed as still active, um, but she is over the dependent age limit, so I'm gonna have somebody retake a look at that. I don't know if that active status is a mistake or if it's genuine, and I can give you the information like it is accurate if you want, um, but I would just hate to tell you it's accurate and then have someone relook and it's not and then have misled you as well, you know what I mean? I don't wanna.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do that to you either.
[CUSTOMER][NEUTRAL] No, correct, I understand, um.
[CUSTOMER][NEUTRAL] So just so I can document it, what would her effective date have been from?
[AGENT][NEUTRAL] Her effective date would have been from.
[AGENT][NEUTRAL] It looks like [PII].
[AGENT][NEUTRAL] Up until it looks like maybe the end of March when she was [PII], so last year, [PII].
[CUSTOMER][NEUTRAL] Ah yeah, yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, but typically we don't carry dependents past the age of [PII], and I don't see any notes on file like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Showing that we should, I'm just gonna have somebody look into it.
[CUSTOMER][NEUTRAL] Mhm. Yeah, I see, cause I think the last time she came to see us was in March of last year as well. So she probably doesn't even know that maybe her American public life is no longer as a dependent. Maybe she would need to get her own supplement.
[CUSTOMER][NEUTRAL] OK. Um, I will call the patient and let them know. Um, if anything, I'll give you guys a call back.
[AGENT][POSITIVE] OK perfect yeah I'm gonna put that request and hopefully somebody looks at that within the next 24 to 48 hours we should be able to give you if you wanted to give us a call back maybe Thursday evening, um, hopefully by then we would know for sure.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Right, because uh she's actually coming in for an appointment on [PII], which is why I'm trying to verify because she does have a large copayment. I know, I know a supplement would assist her.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I have
[AGENT][NEUTRAL] And I have your phone number as [PII], right?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, can I have somebody maybe give you a call back and put it in as a callback request? Those are usually handled within 24 hours, um, so maybe we could be able to get you.
[CUSTOMER][NEUTRAL] Sure, just let them know. Yeah, let them know that when they call back to ask for [PII] um S so that they can um be transferred to me. Mhm.
[AGENT][NEUTRAL] [PII] S.
[AGENT][POSITIVE] OK perfect I will absolutely do that thank you so much.
[CUSTOMER][NEUTRAL] No, thank you so much um [PII] before you let me go, could I please have the first initial to your last name and a reference number for this call?
[AGENT][NEUTRAL] You bet you the first initial to my last name is B like boy, and then the reference number would actually be my name and today's date.
[CUSTOMER][POSITIVE] Oh lovely, OK, cool.
[CUSTOMER][POSITIVE] So 1 14 2025 amazing.
[CUSTOMER][POSITIVE] OK, thank you so much [PII]. I'm gonna get in contact with this patient right now just to let them know, OK?
[AGENT][POSITIVE] OK perfect thank you so much.
[CUSTOMER][POSITIVE] No problem. Have a great rest of your day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.