AccountId: 011433970860
ContactId: 6c9519a8-caaf-4853-b006-31841a32a2c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303929 ms
Total Talk Time (AGENT): 65834 ms
Total Talk Time (CUSTOMER): 88601 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/6c9519a8-caaf-4853-b006-31841a32a2c5_20250430T15:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is uh [PII]. I'm calling from Baptist. Um, I already sent you an email asking for um confirmation for a patient's benefits, but the patient's date of birth is different and that the one that you have on file. So, I got the group number.
[CUSTOMER][NEUTRAL] And the policy holder's name. I don't know if that can help.
[AGENT][NEUTRAL] Um, [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have a policy number for the member?
[CUSTOMER][NEUTRAL] Uh, yes. Give me one second. Um, hold on.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] He's got like.
[CUSTOMER][NEUTRAL] So the policy number is 02424874ML8.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And may I have the member's name and date of birth?
[CUSTOMER][NEUTRAL] He's on Carla, [PII].
[CUSTOMER][NEUTRAL] According to her ID.
[AGENT][NEUTRAL] OK, and you stated that you received an email. Who was the email from [PII]?
[CUSTOMER][NEUTRAL] For you guys from the care team at [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK 1 2nd
[AGENT][NEUTRAL] OK, um, let's see here one moment.
[AGENT][NEUTRAL] And when did you receive the email, [PII]?
[CUSTOMER][NEUTRAL] Today at [PII]
[AGENT][POSITIVE] Today, OK, thank you so much. Can you hold for me please?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the claims department. I have a provider on the line who states that she received an email from the care team regarding a member's date of birth.
[CUSTOMER][NEUTRAL] OK, um, I will see what I can do to help our [PII]. Do we have a policy number? What do we have?
[AGENT][NEUTRAL] We do, we have 242-487-4.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The provider's name is [PII]. She's calling in regards to part two.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] [PII]'s callback number is.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright perfect thank you so much you can go ahead and transfer her on over.
[AGENT][POSITIVE] OK, thank you [PII] one moment thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah, I'm here.
[AGENT][POSITIVE] OK, thank you so much. I have [PII] on the line with the care team. She's going to assist you further, OK?
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for your help.
[AGENT][POSITIVE] Thank you, you're welcome have a great day take care bye bye.
[CUSTOMER][NEUTRAL] Bye.