AccountId: 011433970860
ContactId: 4e9edcae-9b5d-4071-a8bc-7a3ed6a3e805
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233139 ms
Total Talk Time (AGENT): 87486 ms
Total Talk Time (CUSTOMER): 103270 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/4e9edcae-9b5d-4071-a8bc-7a3ed6a3e805_20250331T19:15_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 there, my name is [PII]. I'm a nurse case manager in a hospital setting, and I have one of your insureds here with us, um, in [PII]. Um, I didn't know if, uh, the we're trying to figure out who his primary care doctor is. I didn't know if he had chosen one for the insurance plan that we could, um.
[CUSTOMER][NEUTRAL] Find out if it's on his, you know, if he has that associated with him or not. I know some plans do.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. Can I get your name and callback number?
[CUSTOMER][NEUTRAL] Sure, uh, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and that's Salem Hospital in [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, hang tight, uh.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] It is 021-37364.
[AGENT][NEUTRAL] OK, thank you. Now [PII], that um medical policy is handled through our third party administrator Webb TPA. What's the patient's name and date of birth? Let me just verify this is the correct policy.
[CUSTOMER][NEUTRAL] It's [PII]'s date of birth [PII].
[AGENT][NEUTRAL] And you said 213-736-4?
[CUSTOMER][NEUTRAL] 021-37364
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So that name is not coming up under that policy number.
[CUSTOMER][NEUTRAL] 021-37364 now, huh?
[AGENT][NEUTRAL] Mhm. OK, let's do a name search and let's see, maybe it's a different number.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me get to that screen. What's the last name again?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the first name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for spelling that. Let's see.
[CUSTOMER][NEGATIVE] Problem.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do we have the ID the correct ID?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what was that date of uh birth? Let me just verify that.
[CUSTOMER][NEUTRAL] We have [PII].
[AGENT][NEUTRAL] OK. Yeah, his policy number is 02137369.
[CUSTOMER][NEUTRAL] Oh, OK, OK, let me update that uh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, uh, let me update that OK.
[CUSTOMER][NEUTRAL] OK, and that's
[CUSTOMER][NEUTRAL] So the member ID is incorrect. OK, I'll have to let admitting now. So the correct number is [PII]. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's correct, and I can give you their phone number and transfer you to them to see if they have that on file.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][POSITIVE] OK great.
[AGENT][NEUTRAL] Their phone number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][POSITIVE] And I'll be I'll be happy to transfer you to him if you'd like.
[CUSTOMER][POSITIVE] That would be great thank you.
[AGENT][POSITIVE] My pleasure, [PII]. Thank you for calling APL. One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for.
[AGENT][NEUTRAL] Yeah