AccountId: 011433970860
ContactId: 4f277d45-d33f-4d0b-9cdd-a3e5a83f00bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141949 ms
Total Talk Time (AGENT): 34465 ms
Total Talk Time (CUSTOMER): 85188 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/4f277d45-d33f-4d0b-9cdd-a3e5a83f00bd_20250514T17:45_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes, uh, I was calling because I received um.
[CUSTOMER][NEUTRAL] Correspondence saying uh the, the information we submitted, they couldn't identify the patient, so I just need some help uh with someone looking at that for me.
[AGENT][POSITIVE] I'd be happy to assist. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the patient's policy number?
[CUSTOMER][NEUTRAL] It's 02513201 M like Mary L like Larry 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK, so the patient's name is, um, OK, I'm gonna spell it, his first name is um with me, he's, is it a he or her? Well, the first name of the patient is [PII] Last name is [PII].
[AGENT][NEUTRAL] OK, now with that policy number.
[AGENT][NEUTRAL] So I'm not sure what's the date of birth for the member, the patient?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK. Well, that would um probably be a dependent for the person on this policy, but they don't have a they don't have family coverage.
[CUSTOMER][NEUTRAL] OK, let me look, hang on a minute, let me look at the card.
[AGENT][NEUTRAL] Or a dependent.
[CUSTOMER][NEUTRAL] So you're saying the, OK, OK, the person is [PII] old, so you're saying this person.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, because the person, oh, OK, exam, exam is the insured, so in this individual coverage, you're exactly right. The person does not even have coverage. I wonder why they put that on there. They know they don't have it. Well, no problem, uh.
[CUSTOMER][NEUTRAL] You know how the ball about. OK, so I got it. I, I'll make sure to get to the uh.
[CUSTOMER][POSITIVE] Right place, thank you for all your help.
[AGENT][NEUTRAL] OK, was there anything else I can assist with today?
[CUSTOMER][POSITIVE] No ma'am, I appreciate you today have a good one.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.