AccountId: 011433970860
ContactId: 5a056d8c-e546-4abe-8d0c-7013da9b5b00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250020 ms
Total Talk Time (AGENT): 104866 ms
Total Talk Time (CUSTOMER): 78925 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/5a056d8c-e546-4abe-8d0c-7013da9b5b00_20250106T15:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from Feel Amazing Spine and Joint Institute. I was just calling to see if I could verify, uh, benefits for mutual patients.
[AGENT][POSITIVE] Sure, I can assist you with benefits, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It's 02212366 M as in Mary, L as in Larry number 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII]. I'm probably [PII] the last name. Uh, date of birth is [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And make sure I put this in correctly.
[CUSTOMER][NEUTRAL] I can spell the last name if you need me.
[AGENT][NEUTRAL] No it's a policy.
[AGENT][NEGATIVE] And it's not even coming up with that name um.
[AGENT][NEUTRAL] Unless she has a different last name. You said the policy number is um 02212366?
[CUSTOMER][NEUTRAL] No, that's the only.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, um, and you said the name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah. Do you have the copy of the card?
[CUSTOMER][NEUTRAL] I do not
[AGENT][NEUTRAL] OK. Mm, yeah, maybe that the card, the number is a little bit off. um.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Let me do a name search because yeah it's not pulling her up.
[AGENT][NEUTRAL] Bear with me just a minute.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you said the last name is [PII]?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Mm. Do you have a group number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm let me see give me one second.
[CUSTOMER][NEUTRAL] I do not.
[CUSTOMER][NEUTRAL] She says that she's supposed to have coverage under her husband.
[AGENT][NEUTRAL] Um, what is the husband's name?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][NEUTRAL] OK, I think that's why I thought in the beginning nobody else was listed, so let me go back to it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, this is a, this is an individual policy. She's not listed. Mhm, yeah.
[CUSTOMER][NEUTRAL] Individual policy.
[CUSTOMER][NEUTRAL] OK, and what was your name again? I'm sorry.
[AGENT][NEUTRAL] My name is [PII]'s [PII].
[CUSTOMER][NEUTRAL] OK, and do you happen to have a reference call for this um uh for this call or reference number for this call? I'm sorry.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] It's OK. Um, no, we don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] No, OK, Miss [PII], well, thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.