AccountId: 011433970860
ContactId: 4ab320e9-6133-40ea-a2e2-fd450517264d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204929 ms
Total Talk Time (AGENT): 62074 ms
Total Talk Time (CUSTOMER): 69401 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/4ab320e9-6133-40ea-a2e2-fd450517264d_20250521T16:11_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, I need to verify that a patient has active coverage with you guys.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's going to be.
[CUSTOMER][NEUTRAL] I'm so sorry. I need to open up the insurance card.
[CUSTOMER][NEUTRAL] It's going to be.
[CUSTOMER][NEUTRAL] 01988
[CUSTOMER][NEUTRAL] 227 M like Mary, L for Larry 8.
[AGENT][NEUTRAL] Thank you [PII], hold on one moment please.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII]. Last name [PII]
[AGENT][NEUTRAL] And his date of birth
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's his date of birth again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's not the date of birth we have in the system.
[CUSTOMER][NEUTRAL] Is there anything else I can give you to verify the patient?
[AGENT][NEUTRAL] No, ma'am, I'd have to have the correct date of birth or the patient will have to call.
[CUSTOMER][NEUTRAL] Let me see response history.
[CUSTOMER][NEUTRAL] Oh there, huh?
[AGENT][NEUTRAL] And verify his date of birth.
[CUSTOMER][NEUTRAL] Give me one moment let me do a little investigation see if I can.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, let me go to an older account. Sorry, I'm just double checking everything to see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And we could have it wrong, you know, but he would have to call and get it verified.
[AGENT][NEUTRAL] The reason is our our online service center, it has to be correct what's our in our system for them to be able to get on their account online, so that's why we.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Got you. I
[CUSTOMER][NEUTRAL] Uh, and you're unable to just tell me if this is currently active?
[AGENT][NEUTRAL] I can't tell you anything until they get that, uh, birthday corrected.
[CUSTOMER][NEUTRAL] What number does he need to call to have that updated?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, same number. OK, thank you.
[AGENT][POSITIVE] Thank you [PII] for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.