AccountId: 011433970860
ContactId: 47735e5c-e6ea-4d02-8210-aea68ac72228
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390390 ms
Total Talk Time (AGENT): 101469 ms
Total Talk Time (CUSTOMER): 147746 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/47735e5c-e6ea-4d02-8210-aea68ac72228_20250423T16:13_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to verify eligibility for patients.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Of course, my number is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I do, but I don't think it's correct, and I'm trying to find the card and, um, I don't see it scanned into the account, but the policy number that I have on file.
[CUSTOMER][NEUTRAL] It's 60801.
[AGENT][NEUTRAL] That's the payer, our payer ID number. Do you have her social?
[CUSTOMER][NEUTRAL] Let me see if we have it.
[CUSTOMER][NEUTRAL] I don't have her the the social.
[AGENT][NEUTRAL] OK, I can try to look it up by her name. What's her first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] You have the, uh, last name?
[CUSTOMER][NEUTRAL] Yeah, but I believe she has two different last names. The first one is [PII]
[CUSTOMER][NEUTRAL] The other one is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, can you spell that one more time?
[CUSTOMER][NEUTRAL] Of course, [PII]
[AGENT][NEUTRAL] OK, thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] Do you know if that name's hyphenated or she just uses two different names?
[CUSTOMER][NEUTRAL] Um, you can see if it's hyphenated, because our system doesn't allow us to use characters, so we always put them together.
[CUSTOMER][NEUTRAL] No space.
[AGENT][NEUTRAL] Do you have a copy of her card?
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] I was looking into the account now and I don't have a copy.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Maybe um
[CUSTOMER][NEUTRAL] Yeah, I don't have a copy of the card.
[AGENT][NEUTRAL] What's her date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK. What's her date of birth again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and that's not this one then.
[AGENT][NEUTRAL] Is the policy in her name?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] That's I'm gonna look now. Um, it says
[CUSTOMER][NEUTRAL] But she's a subscriber.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Not on that, hm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] I'm not finding that name and date of birth. I have one for [PII], but that's not the right date of birth you gave me.
[CUSTOMER][NEUTRAL] Um, I'm looking here. I, OK, I think I found.
[CUSTOMER][NEUTRAL] What would it be?
[CUSTOMER][NEUTRAL] Um, OK, maybe this, this is the policy number. I look around here, um, 024424874 NL8.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] That's the one I have, but um, for that date of birth is the date of birth you gave me was wrong.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right, it's not, not.
[CUSTOMER][NEUTRAL] Cause I, um, cause I think um it says here that I had to go into her spouse's account because they're the, they're the subscriber.
[CUSTOMER][NEUTRAL] And do you need his date of birth?
[AGENT][NEUTRAL] Um, if you do not have her date of birth, you would have to call her back and get her to call us and get the, uh, date of birth before I can give you any information.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Cause we need to know if you all have the wrong date of birth or we do because if we do, we need to get it corrected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, let me make a note of that then.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] see if is in.
[CUSTOMER][NEUTRAL] Alright let me go see something.
[CUSTOMER][NEUTRAL] Let me just.
[CUSTOMER][NEUTRAL] OK, um, can I have the initial of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And do you also provide reference call numbers?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK, perfect. Alright, thank you, [PII].
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You as well take care. Have a great weekend.
[AGENT][POSITIVE] Thank you, bye bye. You too.
[CUSTOMER][NEUTRAL] Mm