AccountId: 011433970860
ContactId: 793cc419-db44-4e3c-93a8-78952ad2e635
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 398579 ms
Total Talk Time (AGENT): 107916 ms
Total Talk Time (CUSTOMER): 119582 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/793cc419-db44-4e3c-93a8-78952ad2e635_20250423T18:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Abundant Home Health.
[AGENT][POSITIVE] Hi Ms. [PII], how can I help you today?
[CUSTOMER][NEUTRAL] I'm calling ma'am to check eligibility and benefits for home health care for a mutual patient and also if we are in network.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the eligibility and benefits of the patient and network. Can I please get your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, patient's name is
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Policy ID number is 0027.
[CUSTOMER][NEUTRAL] 562 8
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] I'm so sorry ma'am you're breaking up. I'm sorry.
[AGENT][NEUTRAL] Oh, I'm looking at the uh policy for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, you said that was 00275628?
[CUSTOMER][NEUTRAL] 275628 yes correct ma'am.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. um, do you have his social?
[CUSTOMER][NEUTRAL] Let me check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, we don't have the patients, uh, social as of the moment. Um, what we only have is a referral from the doctor's office, uh, stating that this patient needs a home healthcare, and
[CUSTOMER][NEUTRAL] Uh, the insurance of the patient is American Public Health, uh, I mean, American Public Life.
[AGENT][NEUTRAL] OK. Let me look here. Can you know the um state and address that the insured lives at?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] The address and uh state that that the insured lives.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am. We have patient's address.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see if I have that patient.
[AGENT][NEUTRAL] But I'm gonna search by the name.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the last name is spelled [PII], is that correct?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm still looking it's gonna be just a moment while the computer searches for him.
[AGENT][NEUTRAL] Finds [PII] at all in our system.
[AGENT][NEUTRAL] Um, we'll have to get a policy number.
[CUSTOMER][NEGATIVE] Uh, I can barely hear you, ma'am. You're breaking up.
[AGENT][NEUTRAL] For me to be able to find the insured.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] I cannot find number in our system.
[AGENT][NEUTRAL] With that policy number or that address?
[CUSTOMER][NEUTRAL] Oh, OK, all right.
[CUSTOMER][NEUTRAL] Maybe we will just try to ask for the right. Uh, the,
[AGENT][POSITIVE] You're very yeah.
[CUSTOMER][POSITIVE] OK alrighty thank you can I have your name again?
[AGENT][NEUTRAL] Yes, my name is [PII]
[AGENT][NEUTRAL] And you can use my name in today's date as your reference.
[CUSTOMER][NEUTRAL] Last name in the show, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I just want to verify, ma'am, uh, the
[CUSTOMER][NEGATIVE] Member ID that I gave you is invalid. No members found.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Alrighty thank you have a great day.
[AGENT][NEUTRAL] You have a