AccountId: 011433970860
ContactId: 4586ee38-40c8-4eb0-8687-cf090fcb238b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335760 ms
Total Talk Time (AGENT): 68704 ms
Total Talk Time (CUSTOMER): 111039 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/4586ee38-40c8-4eb0-8687-cf090fcb238b_20250306T20:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] and last name is [PII]. Are you a patient. They want to confirm benefit for office visit and I am calling from provider office.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] OK, I'm happy to check benefits for you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] The policy number is 683-611365.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I have the.
[CUSTOMER][NEUTRAL] I did.
[CUSTOMER][NEUTRAL] I you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] That that man.
[CUSTOMER][NEUTRAL] There you have the yeah.
[CUSTOMER][NEUTRAL] about
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] What is the patient's first and last name?
[CUSTOMER][NEUTRAL] Yes, the patient first name is [PII], sorry, the first name is [PII].
[CUSTOMER][NEUTRAL] L E E and the last name is [PII].
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, that member number that you gave me didn't pull up a policy. Do you have their social?
[CUSTOMER][NEUTRAL] I have a group number.
[AGENT][NEUTRAL] I can't.
[AGENT][NEUTRAL] Their last name is [PII].
[CUSTOMER][NEUTRAL] Yes, sir. Uh yes, ma'am.
[AGENT][NEUTRAL] So, [PII]?
[CUSTOMER][NEUTRAL] Yes, right.
[AGENT][NEUTRAL] What's the first name again?
[CUSTOMER][NEUTRAL] The first name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] to
[AGENT][NEUTRAL] What state does the member live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And date of birth just to reconfirm was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] Uh oh.
[AGENT][NEGATIVE] I'm not able to find a member plan with that information provided that's active.
[CUSTOMER][NEUTRAL] Uh, can you check with the group number? I have group number.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] Yes, the group number is A as in Alpha, F as in Fox, L as in Lima, 100A as Alpha.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] That group number doesn't come up in our system.
[CUSTOMER][NEUTRAL] Uh, you have another, uh, ID. Can you check with the another ID?
[AGENT][NEGATIVE] That ID number didn't pull up anything. I already tried. Unfortunately, I can't find anything. I'm sorry.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Uh, I have another one more ID.
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] OK, what's the other ID?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, that is A as in Alpha, F as in Fox, L as in Lima, M as in Mike, F as in Fox, E as Echo, [PII], 683611365.
[AGENT][NEUTRAL] OK. Well, that's the same number you gave me earlier just with letters, and our policy numbers don't have letters, they're only numerics, so that's not for us.
[AGENT][NEUTRAL] Is there anything else I can check on for you today, [PII]?
[CUSTOMER][POSITIVE] No, thank you very much.
[AGENT][POSITIVE] You're welcome have a good day.