AccountId: 011433970860
ContactId: 5e3cf2b8-0e3a-47bf-81ff-92d85833a344
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209619 ms
Total Talk Time (AGENT): 79289 ms
Total Talk Time (CUSTOMER): 92198 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/5e3cf2b8-0e3a-47bf-81ff-92d85833a344_20250507T19:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling to check on benefits.
[AGENT][POSITIVE] OK, I could take benefits for you. Um, what was your name? I'm sorry?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure. It is [PII]. No extension.
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, I do is 60801.
[AGENT][NEUTRAL] OK, so that's uh not a policy number that's actually our payer ID um do you have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Uh, let me check because I see on information they have. Let me go back.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] What I do have, it's uh his first, last name, address.
[CUSTOMER][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] And phone number, but yeah, I don't see. Let me check.
[CUSTOMER][NEUTRAL] Uh, I don't see the social number, no.
[AGENT][NEUTRAL] That's OK. The only other way I can search is if you wouldn't mind uh spelling out the first and last name for me.
[CUSTOMER][NEUTRAL] Uh, sure. Let me go. OK, so. It is [PII], that's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh for the first name. Last name is [PII], that's [PII]
[CUSTOMER][NEUTRAL] Uh, do you need the date of birth as well?
[AGENT][NEUTRAL] Um, I don't need the date of birth just yet. Uh, OK, give me just a moment, let me see if I can find this number.
[AGENT][NEUTRAL] And what, what state, uh, does he live in?
[CUSTOMER][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] Uh, for the member, sure, sure, it is [PII] as well as the, yeah, provider.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I do believe I found him. Um, what was that date of birth, please?
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[AGENT][NEUTRAL] Well, never mind. I thought I did. That's not him.
[AGENT][NEUTRAL] Alright, I'm sorry, [PII], it does not look like I, I'm not able to find this number in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm just going to ask for a copy of the card and then I call back.
[AGENT][POSITIVE] That would be perfect, yes.
[CUSTOMER][NEUTRAL] Yeah, because this is the only information they fill up here in the system. So I guess they got something wrong. Mhm.
[AGENT][NEUTRAL] It is a bit confusing um the payer ID does stand out quite a bit on the card, so a lot of people do believe that's the member ID.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I see. What's the issue. All right. So I'm just going to check with them again. Thank you.
[AGENT][NEUTRAL] Of course, um, it might help uh if maybe over the phone, um, you can ask him if there's uh anything on the card that says in hospital or outpatient certification number, that is the policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, great. Thank you.
[AGENT][POSITIVE] You are very welcome. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.