AccountId: 011433970860
ContactId: 788442cd-5a35-4aa2-90b8-ea94f931b7f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215679 ms
Total Talk Time (AGENT): 65240 ms
Total Talk Time (CUSTOMER): 91774 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/788442cd-5a35-4aa2-90b8-ea94f931b7f1_20250623T15:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Hey, [PII], um, I'm not sure if I have the right, um, phone number. I'm calling from a facility in [PII] and I am trying to verify benefits for a patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, I can check benefits for you. Do you have their policy certificate number?
[CUSTOMER][NEUTRAL] I do, um, I'm looking at the card. It has a lot of letters at the beginning, um.
[CUSTOMER][NEUTRAL] It's Alpha Foxtrot Lima Mike Foxtrot Echo Alpha.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] 68
[CUSTOMER][NEUTRAL] 452-924-4. I that's too many letters for you, but.
[AGENT][NEUTRAL] Mm, OK. Yeah, usually, so our policy numbers generally are just numeric. They're not alphanumeric. Um, do you have their name? We can try by that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For social.
[CUSTOMER][NEUTRAL] I do, uh, last name first name is [PII] like the month.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name is uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then [PII] is the date of birth.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, no April comes up right off the bat. Do you know if she's the subscriber or is she?
[CUSTOMER][NEUTRAL] So it looks like the husband is a subscriber, [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, let's try that.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What state do they live in?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] And it has First Health written on the card also, but unfortunately I don't have a copy of the back of the card. Whoever made the copy didn't give me a.
[CUSTOMER][NEUTRAL] The back of the car
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, I mean, I'm not finding anything that matches with us, um.
[CUSTOMER][NEUTRAL] OK, do y'all go by socials or you don't use that?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, I can check by your social if you have that. We can try that also.
[CUSTOMER][NEUTRAL] OK, I have hers. It's [PII].
[CUSTOMER][NEUTRAL] [PII] we normally don't have those uh anymore but I do I happen to have it for that one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, let's see here.
[AGENT][NEGATIVE] Yeah, nothing comes up that matches any of that info, so I don't think they have a plan with us.
[CUSTOMER][POSITIVE] So, OK, so, um, I'll just see if I can find uh maybe first help and see if I can get through to them and see if they can help me. I appreciate your help thank you so much.
[AGENT][POSITIVE] Yeah, not a problem. Have a good day.
[CUSTOMER][NEUTRAL] You too ma'am bye bye.
[AGENT][NEUTRAL] Bye-bye.