AccountId: 011433970860
ContactId: 5cfec90a-4df2-4d64-b0bf-3ad382750432
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296339 ms
Total Talk Time (AGENT): 93536 ms
Total Talk Time (CUSTOMER): 72565 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/5cfec90a-4df2-4d64-b0bf-3ad382750432_20250321T16:14_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]. Last initials [PII]. I am calling with Northton Healthcare, um, to see if a member is active and eligible and to see if they require prior authorization.
[AGENT][NEUTRAL] OK, [PII], I'm happy to check eligibility and benefits. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It is D as in Delta 47695024.
[AGENT][NEUTRAL] Thank you. Unfortunately, I can't pull the patient with that number. Do you have their name or social? I can check for them that way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see, um, social is [PII].
[AGENT][POSITIVE] Thank you [PII]. Give me just a minute. Let me try and search that way, see what I can find here.
[AGENT][NEUTRAL] And do you have a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What's the patient's name and date of birth or first and last name?
[CUSTOMER][NEUTRAL] [PII], uh, date of birth is [PII].
[AGENT][NEUTRAL] That didn't bring up anything. Hmm, OK.
[AGENT][NEUTRAL] First name you said it was [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And then last name is 2, it's you said [PII].
[CUSTOMER][NEUTRAL] Yeah, uh, the first one is [PII] and then [PII]
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] Let me try that.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] It's a unique name. You would think it would just come up.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] Yeah, I'm not finding anything. Um.
[AGENT][NEUTRAL] Let me try maybe just the [PII] part and see.
[AGENT][NEUTRAL] Yeah, I'm not seeing anything. Do you have a group number or anything like that? I don't know if you have the card.
[CUSTOMER][NEUTRAL] Um, yeah, group number 9476.
[AGENT][NEUTRAL] 6 we could try that too.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You're, you're the last one to call. I tried it says medical multi plan then they're like, oh, you have to call their actual provider.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And then so they give me you guys and I was like oh OK.
[AGENT][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] Yeah, I mean we have some like indemnity plans and other plan we run through multi plans sometimes, but let's see.
[AGENT][NEGATIVE] Yeah, because that group number doesn't even come up for me, the 9476 so.
[AGENT][NEUTRAL] I don't know. I'm, yeah, kind of at a loss, [PII]. Sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are
[CUSTOMER][POSITIVE] You're fine thank you so much for your help.
[AGENT][POSITIVE] Yeah, not a problem. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.