AccountId: 011433970860
ContactId: 4c7bab08-3570-4acf-9d6b-5784e34d52cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360390 ms
Total Talk Time (AGENT): 94330 ms
Total Talk Time (CUSTOMER): 122280 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/4c7bab08-3570-4acf-9d6b-5784e34d52cf_20250122T19:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office. Could you please help me with the eligibility and benefits?
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] One moment, please.
[CUSTOMER][NEUTRAL] Policy number is 02584155.
[AGENT][NEUTRAL] And it's eligibility and is it serviced in a doctor's office or a hospital?
[CUSTOMER][NEUTRAL] To hospital.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] One moment, please.
[CUSTOMER][NEUTRAL] Phone number is [PII].
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII].
[CUSTOMER][NEUTRAL] And last name is [PII], and date of birth is
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Mhm, give me the patient's first name again.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I'm not showing that depended under this policy.
[AGENT][NEUTRAL] Uh, the person for that date of birth is a different person. The name is different.
[CUSTOMER][NEUTRAL] OK. Uh, just one moment, please. I'm checking. Is there any other?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. First name, I found another one. It is [PII].
[AGENT][NEUTRAL] Is that your patient's name?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, that's not the date of birth for [PII], if [PII] is your patient.
[CUSTOMER][NEUTRAL] OK, but in my system, my phone is.
[AGENT][NEUTRAL] Yeah, it has to match what's in our system, [PII], and so the date of birth has to match and it doesn't.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Uh, I have address. Can you help me with that?
[AGENT][NEUTRAL] We'll need to we need to verify the, the date of birth. Is there any way you can reach out to the patient?
[CUSTOMER][NEUTRAL] OK. Uh, could you please help me with that?
[AGENT][NEUTRAL] Or the policy holder?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Are you calling from the doctor's office or the hospital?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Is there any way you can reach out to the patient to verify their date of birth?
[CUSTOMER][NEUTRAL] No. Uh, could you please help me with your name?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][POSITIVE] Thank you so much. Could you please help me call reference number?
[AGENT][NEUTRAL] It's my name in today's date and if you could spell the patient's name for me again.
[AGENT][NEUTRAL] It started with an [PII] that was the initial patient name you gave me.
[CUSTOMER][NEUTRAL] But uh in my system, I have found only this name.
[AGENT][NEUTRAL] Which is
[CUSTOMER][NEUTRAL] And an in.
[CUSTOMER][NEUTRAL] Which is [PII].
[AGENT][NEUTRAL] I have [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is that, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and there's not a missy on the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One moment, please. I'm checking if there is any other name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And one more name I provided you, right? [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] But the date of birth you provided doesn't match that patient's date of birth.
[CUSTOMER][NEUTRAL] First name.
[AGENT][NEUTRAL] So do you have a date of birth for [PII]?
[CUSTOMER][NEUTRAL] It's showing same date of birth, but I have the group number.
[AGENT][NEUTRAL] Yeah, we'll have to, we'll have to verify the correct date of birth, ma'am, before we can proceed.
[CUSTOMER][POSITIVE] OK. Uh, thank you so much for providing me the information Igu.
[AGENT][POSITIVE] You're welcome, [PII], and thank you for calling APL if no other questions, have a good day.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Can you help me with call reference number?
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.