AccountId: 011433970860
ContactId: 4b67040f-2d1c-4f92-a1ce-501a3c220cc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213110 ms
Total Talk Time (AGENT): 69529 ms
Total Talk Time (CUSTOMER): 75514 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/4b67040f-2d1c-4f92-a1ce-501a3c220cc4_20250502T18:49_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider's office, and before going further, this call is now being recorded for quality and training purpose. I hope this is fine with you.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][POSITIVE] Thank you so much, and I need eligibility and benefit for one of the patient.
[AGENT][NEUTRAL] OK, and may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes. Uh, so the callback number is [PII] and the extension is [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's not an APL policy number. Do you have the member's APL policy card available?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, could this possibly be the member's social?
[AGENT][NEUTRAL] No, it's too many numbers. Um, what's the member's first and last name?
[CUSTOMER][NEUTRAL] OK. Just allow me a moment.
[CUSTOMER][POSITIVE] I got you
[CUSTOMER][NEUTRAL] So the member name is [PII].
[CUSTOMER][NEUTRAL] And I will spell out the last name. It is B as in boy, O as in Oscar, Y as in Yankee, E as in Echo, R as in [PII].
[AGENT][NEUTRAL] First name is [PII]
[CUSTOMER][NEUTRAL] No, it is [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I thought you said [PII]. OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate here. Um, does she have a middle initial?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, so we have two [PII] here, um, but they don't have the same, they don't have a [PII] as a middle initial. Um, I don't know what that 667 number is that you gave, but we don't have enough information um to look up a policy. Do you have anything from APL?
[CUSTOMER][NEUTRAL] No, I have only this information.
[AGENT][NEUTRAL] OK, so the um best thing to do would be to reach out to the member and see if they have another ID card or more information or if we can get at least a full social so we can try to search.
[CUSTOMER][POSITIVE] OK, fine. Thank you so much for your assistance. Have a great day and bye-bye.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye-bye.