AccountId: 011433970860
ContactId: 5faf6ddb-5a2a-49ba-81a9-6c077e6da36e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263160 ms
Total Talk Time (AGENT): 111168 ms
Total Talk Time (CUSTOMER): 81607 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/5faf6ddb-5a2a-49ba-81a9-6c077e6da36e_20250318T17:11_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi there, my name is [PII]. I'm calling from Northwell Health Financial Services. Um, I had reached out to APL earlier and they had transferred me to another department, um.
[CUSTOMER][NEUTRAL] Yes, I called IMA, um, I'm trying to create an estimate for this patient that wants to see a specialist, an office visit, um, specialist, and so I was told that since, um, IMA only handles their annual coverage that you guys would be able to provide the benefits for any specialist that they wanted to see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. I can check and see if they have a policy with us, Ms. [PII]. Mhm. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] I don't know if you can help me with that.
[CUSTOMER][NEUTRAL] Yep, that is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And um do you have a policy number for us or do you have like the social or the name?
[CUSTOMER][NEUTRAL] I have the name and the social, um, the policy number I have is D as in David 49,000,090.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's IMA, OK, um, bear with me just a second. Let me pull another system so I can use for that, um, search one moment, OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what is that social?
[CUSTOMER][NEUTRAL] Um, I do not have their social, but I have their date of birth.
[AGENT][NEUTRAL] Oh, you don't.
[AGENT][NEUTRAL] OK. Let me have the spelling of the last name.
[CUSTOMER][NEUTRAL] Sure, uh [PII].
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and the spelling of the first name.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, um, the only search, uh, that we have is the policy, the social, the first name and last name. OK. Um.
[AGENT][NEUTRAL] Since we don't have a policy because the number is just for IMA and you don't have a social, we're doing the last and first name search, but I don't see a [PII] in our system.
[CUSTOMER][NEUTRAL] OK, so for this policy it's only with IMA is that what you're saying?
[AGENT][NEUTRAL] It looks like it's just gonna be IMA. I, I don't see his name pulling up and um again, we can only search with policy number, social, and first name and last name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Do you know the name of the group? I'm sorry, Ms. [PII].
[CUSTOMER][POSITIVE] All right, thank you for that. I really appreciate it you have a good day.
[CUSTOMER][NEUTRAL] The group you said?
[AGENT][NEUTRAL] Yeah, the name of the group. Do you know the name of the group? Maybe I can try to find the group.
[CUSTOMER][NEUTRAL] What do you, uh, the group, what do you mean the group number?
[AGENT][NEUTRAL] The group name.
[AGENT][NEUTRAL] Not the number, but the name.
[CUSTOMER][NEUTRAL] That I don't know. They just mentioned that it was multi plan and that this is the member ID that they provided like what the patient provided.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] OK, so you, you don't have information about who he's employed through?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] No. OK. Yeah, that will be the only other option I can think of of finding him, but yeah, I just, yeah, I don't, I don't have anything on there [PII] in our system.
[CUSTOMER][POSITIVE] Alright, that's OK thank you very much I appreciate it.