AccountId: 011433970860
ContactId: 4e25e370-e7df-4976-a056-cbd854600ac7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 460500 ms
Total Talk Time (AGENT): 99321 ms
Total Talk Time (CUSTOMER): 94486 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/4e25e370-e7df-4976-a056-cbd854600ac7_20250328T14:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Uh, yes ma'am. I was calling to get benefits for a practice member.
[AGENT][NEUTRAL] OK. Um, what was your name and a good callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII], um, it's [PII].
[AGENT][NEUTRAL] And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Ma'am,
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] I do, give me one second.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Sorry, I had it pulled up.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Uh employee ID.
[CUSTOMER][NEUTRAL] That's what you need in the employee ID?
[AGENT][NEUTRAL] Uh, it should be like a policy cert number.
[CUSTOMER][NEUTRAL] Or the group
[CUSTOMER][NEUTRAL] I've got group number.
[CUSTOMER][NEUTRAL] Employee ID name, medical coverage.
[AGENT][NEUTRAL] Let's try the employee ID maybe.
[CUSTOMER][NEUTRAL] I'm not
[CUSTOMER][NEUTRAL] OK, it's D47.
[CUSTOMER][NEUTRAL] 692-523
[AGENT][NEUTRAL] Uh, what's the last name of the member?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] What type of benefits is this?
[CUSTOMER][NEUTRAL] Chiropractic.
[AGENT][NEUTRAL] I got it. OK.
[AGENT][NEUTRAL] Um, I've got a lot of [PII]. OK, what about, um, do you have the social by chance?
[CUSTOMER][NEUTRAL] No, we just have birthdays.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Is the card an APL card or what does the card say?
[CUSTOMER][NEUTRAL] Says member surge.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Pharmacy elixir.
[CUSTOMER][NEUTRAL] Multipla
[CUSTOMER][NEUTRAL] Let me see if she gave me this.
[CUSTOMER][NEUTRAL] Hang on her intake, hold on one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The last four of her social security are [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Going through this list, just uh give me one moment.
[AGENT][NEUTRAL] What state are you in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Yeah, I'm not, I don't see anything with [PII], and I, we've got quite a few [PII] in the system. I didn't see the last four of the social either.
[AGENT][NEUTRAL] So,
[AGENT][NEGATIVE] I'm not able to pull it up in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Birthday or anything else?
[AGENT][NEUTRAL] I don't think I can look up my birthday. Let me see.
[AGENT][NEUTRAL] Just a second.
[AGENT][NEUTRAL] Do you only have the last 4 of the social? Do you have the entire social?
[CUSTOMER][NEUTRAL] don't have to
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Yeah, I'm not pulling that up either.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Might contact the patient and see if she can provide another card or.
[AGENT][NEUTRAL] What about employer?
[CUSTOMER][NEUTRAL] So is there something?
[CUSTOMER][NEUTRAL] Employer ID is what I.
[CUSTOMER][NEUTRAL] I gave you no that's employees sorry.
[CUSTOMER][NEUTRAL] All I've got a new.
[CUSTOMER][NEUTRAL] The employer is [PII]
[AGENT][NEUTRAL] Let's see if I can pull that up.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I'm not pulling that employer up either.
[CUSTOMER][NEUTRAL] Yeah me
[CUSTOMER][NEUTRAL] Oh, she said it says employer is [PII].
[AGENT][NEUTRAL] J S [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you know what it stands for? I'm not pulling those initials up.
[CUSTOMER][NEUTRAL] I'll just have to have.
[AGENT][NEUTRAL] What about a group number? Let me try one more thing.
[CUSTOMER][NEUTRAL] 9476.
[AGENT][NEUTRAL] Well, I'm not pulling that up either. I'm so sorry.
[CUSTOMER][POSITIVE] That's OK, I'll just get with her and figure it out. Thank you.
[AGENT][POSITIVE] Thank you so much. Thanks for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] You too.