AccountId: 011433970860
ContactId: 63b71ac1-db89-49f1-880f-e778d09e0815
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182960 ms
Total Talk Time (AGENT): 63711 ms
Total Talk Time (CUSTOMER): 77818 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/63b71ac1-db89-49f1-880f-e778d09e0815_20250617T14:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], calling from the provider's office for checking on an eligibility status for the patient.
[AGENT][NEUTRAL] Oh OK, I can help you with the eligibility and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure, [PII]. It's a direct line. And the member ID that I have is 8904182387.
[AGENT][NEUTRAL] Is that their social security number?
[CUSTOMER][NEUTRAL] No, no, no. Actually, it's a member ID.
[CUSTOMER][NEGATIVE] It's too long.
[AGENT][NEUTRAL] OK, so yeah, that's not an APL policy number. Um, I can search with the member's first and last name or their social.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Oh thank you. I'll just spell the name for you. Uh, first name is uh
[CUSTOMER][NEUTRAL] Once again, it is [PII].
[CUSTOMER][NEUTRAL] [PII]. Last name, [PII], [PII] is the date of birth.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And the last name [PII], that's all together or is there a space in between or a hyphen?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] It's together, ma'am. I can sit it's together.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Uh, for, uh,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh sure.
[CUSTOMER][NEUTRAL] Uh, it is uh [PII], ma'am. Sorry for the confusion.
[AGENT][NEUTRAL] It's OK. Um, I tried it both ways, but I'm not seeing a claim here. Do you have the member's social?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. I don't have that one.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] So I with the information provided, we, there's no claim, there's no um policy here on file for the member and the policy number is not an APL policy number.
[CUSTOMER][POSITIVE] OK. Thank you so much for this information, ma'am. And uh is there any conference number for our call? I can use your name.
[AGENT][NEUTRAL] No, there's no call reference number, um, but you can use my name and today's date and again that's [PII].
[CUSTOMER][POSITIVE] Thank you so much and have a great day, ma'am. Bye-bye.
[AGENT][POSITIVE] Thank you. You also, thanks for calling APL. Was there anything else I can help with?
[CUSTOMER][POSITIVE] Uh no, ma'am. Thank you again. Have a great day. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye bye.