AccountId: 011433970860
ContactId: 727bb032-09b9-402f-8e3e-057ef0e6fb71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149750 ms
Total Talk Time (AGENT): 56703 ms
Total Talk Time (CUSTOMER): 57121 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/727bb032-09b9-402f-8e3e-057ef0e6fb71_20250224T17:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office to checking on members eligibility.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] Uh, spell your name for me.
[CUSTOMER][NEUTRAL] So sorry?
[AGENT][NEUTRAL] Spell your name for me, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And last name first initial [PII].
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] Can I get your name?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The member ID is going to be 683.
[CUSTOMER][NEUTRAL] 966-463.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Do you have a patient's card with APL?
[CUSTOMER][NEUTRAL] Uh, I have a Social Security. Do you mind verify with that?
[AGENT][NEUTRAL] Is it the policyholder's social?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and what's that social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, I don't show that social on the system. What's the patient's name?
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] B like
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the last name Ms. [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] moment.
[AGENT][NEUTRAL] I do not show that person in our system. Um, I would say you have to get back with the insured to verify who they have insurance with because it's not with our company that I'm showing.
[CUSTOMER][NEUTRAL] OK, you don't pull up the patient, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, uh, can I get the call reference number for this one?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use one, use my name in today's date.
[CUSTOMER][POSITIVE] OK, [PII], thanks for the kind information. Have a great day. Bye for now.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Mhm.