AccountId: 011433970860
ContactId: 4fd54fc0-9aa0-45c9-bb47-2dc3abc486a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 640080 ms
Total Talk Time (AGENT): 132597 ms
Total Talk Time (CUSTOMER): 141302 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/4fd54fc0-9aa0-45c9-bb47-2dc3abc486a5_20250404T16:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. How are you?
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Alright, I have a patient coming in today for some surgery and they presented this card, and I noticed on it says coverage is subject to provisions and limitations and it says it's a benefit and a card, so um.
[CUSTOMER][NEUTRAL] I'm just calling to get benefits on this patient please.
[AGENT][NEUTRAL] OK, and I can help you with benefits. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes ma'am, let's see, the employee ID is D47007423.
[AGENT][NEUTRAL] And do you have a good callback number in?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what was that patient name?
[CUSTOMER][NEUTRAL] It is [PII], it's [PII]
[AGENT][NEUTRAL] OK, give me just a moment pulling that up.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Will you spell that last name for me one more time?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and that was [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, [PII] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Well, I'm not pulling up that name. Let me try. Do you have a group number?
[CUSTOMER][NEUTRAL] It is 9479.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] I'm not pulling that up.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] What about a social, do you have that?
[CUSTOMER][NEUTRAL] No ma'am, I don't have a social on him he's.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He does not speak English, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, I'm not pulling up that name.
[CUSTOMER][NEUTRAL] I mean that's how it's spelled on the card.
[CUSTOMER][NEUTRAL] That's how it's spelled on the card.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let me just put in, let me see.
[AGENT][NEUTRAL] See if I can get something off of this let's see.
[AGENT][NEGATIVE] Sorry, my system's running just a bit slow.
[CUSTOMER][POSITIVE] It's all right.
[AGENT][NEUTRAL] OK, uh, I don't have them in the system, um.
[AGENT][NEUTRAL] Might see that we have a uh Spanish speaking option if if he needs that he can call and talk to somebody about his policy but I'm not pulling up that name that I don't see anything under that group number um.
[CUSTOMER][NEUTRAL] OK, can you hold one second please so I can get somebody up there while they've got an interpreter. Hold on 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, he's still up in the office and they've got an interpreter machine up there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I told her to have them call me while he's there, so.
[CUSTOMER][NEUTRAL] Um, he speaks Creole, so I, anyway.
[AGENT][NEUTRAL] 00, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But he didn't give
[CUSTOMER][NEGATIVE] This card to the doctor's office and when I saw this I thought mm some of these don't have hospital benefits and they don't have, you know.
[CUSTOMER][NEUTRAL] So it's sort of, you know,
[AGENT][NEUTRAL] Sure, yeah.
[AGENT][NEUTRAL] Does, does the card have, what does the card say on it? Bes in a car, is that what you said?
[CUSTOMER][POSITIVE] Yes ma'am, it's benefits and a card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 90 degree benefits.
[AGENT][NEUTRAL] Let me see, um.
[AGENT][NEUTRAL] Let me check one other thing real quick.
[CUSTOMER][NEUTRAL] OK, that's them calling. Hold on one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, he filled this application out he works for a staffing company called Work Smart.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he said he's been there 3 months and then he got the card in the mail.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I, I can't, I don't know if we have maybe, what about, can he provide his social security number?
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] Probably didn't have one. Let me see. I didn't even get in the account. Hold on.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's see if we have anything.
[AGENT][NEUTRAL] OK, yeah, I'm not pulling anything up under that social, um.
[AGENT][NEUTRAL] Oh, he'll, what he'll need to do is contact his um human resources.
[AGENT][NEUTRAL] Through his employer because I don't have him in the system so and that's who should be able to if he's eligible through our insurance um they can contact us and get him set up but I don't not pulling anything by that social and then the prior things that we tried as well so he really needs to contact his employer, yep.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So sorry about that.
[CUSTOMER][POSITIVE] OK, thanks. That's all right, no problem.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye.