AccountId: 011433970860
ContactId: 78c0257d-065d-444c-b1bf-3d8fa69fc853
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206690 ms
Total Talk Time (AGENT): 103992 ms
Total Talk Time (CUSTOMER): 90910 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/78c0257d-065d-444c-b1bf-3d8fa69fc853_20250130T22:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Well, hey, [PII], it's been a while since I've talked to you. How are you doing?
[AGENT][POSITIVE] Hi [PII], I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good, thank you. I have got a provider on the line to check eligibility. I have a different date of birth, sorry, not service, and I don't see an application. Can you just check? I see that we've got had claims on this dependent. Nobody's questioned the date of birth.
[AGENT][NEUTRAL] Oh, OK. What's the policy number we're looking at?
[CUSTOMER][NEUTRAL] 2408581
[CUSTOMER][NEUTRAL] The policy is under [PII], but we're looking at Carolina.
[AGENT][NEUTRAL] 247
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh boo, it's universal trucking. OK. Usually there's not an application for them. Did you check?
[CUSTOMER][NEUTRAL] How do we, yeah, I didn't see anything in on base.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So basically, the only thing we can do is check with um.
[AGENT][NEUTRAL] The group to verify the date of birth because the, the group is the source of truth.
[AGENT][NEUTRAL] Um, when it comes to, you know, data like that, and so whatever they have is what we're supposed to go by.
[CUSTOMER][NEUTRAL] How would we enter in.
[CUSTOMER][NEUTRAL] Yeah, how would we enter in the date of birth?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What do you mean like in the initial?
[CUSTOMER][NEUTRAL] Yeah, when we're.
[CUSTOMER][NEUTRAL] Because all of her claims say 106.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But we have 108 and she's got the provider has like a license but it's not like a [PII] license that has 106 on it but.
[AGENT][NEUTRAL] This was
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I reckon I can verify the benefits for [PII].
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So she gave me his information.
[AGENT][NEUTRAL] Yeah. Um.
[AGENT][NEUTRAL] Yeah, now as far as verifying the benefits, I mean.
[AGENT][NEUTRAL] I don't know. I mean, we would have to get, we would need to send a, I guess you would need to send a hub request for CS to reach out to the group to verify that date of birth, yeah, um, so I'm not sure about the.
[CUSTOMER][NEUTRAL] For the date of birth. OK. OK, cool.
[CUSTOMER][NEUTRAL] I did that.
[AGENT][NEUTRAL] Uh, verifying the benefits though, but if we paid out a claim on her before.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I can I can I can handle the benefits. I just, I just hate to, I mean, we got to check this stuff people. I'm sorry.
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, it's all right, uh, but yeah, send a, send a hub request, uh.
[CUSTOMER][NEUTRAL] I'm doing it.
[AGENT][NEUTRAL] To verify the date of birth so that we can get that fixed.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And um yeah.
[CUSTOMER][POSITIVE] All right. I really do appreciate your help, memory. I am going to send a little, I'm gonna have it.
[AGENT][NEUTRAL] Because
[AGENT][POSITIVE] No problem, lady.
[CUSTOMER][POSITIVE] And I'm gonna get this provider taken care of. Thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Uh, yeah, you too. Thank you, [PII]. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye.