AccountId: 011433970860
ContactId: 7a00f6bb-5882-4c61-9e49-23d3274ebd04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 851760 ms
Total Talk Time (AGENT): 92769 ms
Total Talk Time (CUSTOMER): 116013 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/7a00f6bb-5882-4c61-9e49-23d3274ebd04_20250523T17:49_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] here calling from provider's office.
[AGENT][POSITIVE] Hi, and how may I assist you today?
[CUSTOMER][NEUTRAL] I just want to check eligibility benefits for the patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with both the eligibility and the benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Good contact number is [PII].
[AGENT][NEUTRAL] Thank you. And the policy number?
[CUSTOMER][NEUTRAL] Policy number
[CUSTOMER][NEUTRAL] A alpha, F Frank, L Lima, M Mary, Frank, E Echo, G G 682555833.
[AGENT][NEUTRAL] OK, that is not an APO policy number. Do you have the APL ID card?
[CUSTOMER][NEUTRAL] Uh, APL ID card.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, do you have the member's full social?
[CUSTOMER][NEUTRAL] So, let me check.
[CUSTOMER][NEUTRAL] Uh, sorry, I don't have.
[AGENT][NEUTRAL] OK, may I have the member's first and last name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And my first name is [PII] Last name is [PII].
[AGENT][NEUTRAL] Can you spell the last name for me, please?
[CUSTOMER][NEUTRAL] Just a moment. Oh.
[CUSTOMER][NEUTRAL] Yes, sorry.
[AGENT][NEUTRAL] Can you spell the last name for me, please?
[CUSTOMER][NEUTRAL] Just a moment. Just a moment.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII]. Sorry.
[AGENT][NEUTRAL] I'm sorry, hold on one second. Uh, can you repeat that slowly? Hold on, please. Excuse me. Can you repeat that slowly, please? Thank you.
[CUSTOMER][NEUTRAL] [PII], yeah.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Last name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And the first name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Can you verify the member's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so we only have one member with that last name, but the date of birth is different, um, so we don't have a member.
[AGENT][NEUTRAL] Um, that matches the information you provided, and this policy number is not an APL policy number.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, allow me a moment.
[CUSTOMER][NEUTRAL] With this, um, like you find the member and
[AGENT][NEUTRAL] Excuse me?
[CUSTOMER][NEUTRAL] Mm, OK. Just allow me a moment, let me check, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Please don't understand that one. I'm just checking.
[AGENT][NEUTRAL] OK, I'm here.
[CUSTOMER][NEUTRAL] Uh, you said member ID is not matching also, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, just a moment.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK. Uh, the Otto Maine is not matching. Can it's matching with uh autoedlena?
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] The date of birth also didn't match either.
[CUSTOMER][NEUTRAL] The spell
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Date of birth?
[AGENT][NEUTRAL] The date of birth for the member that we have on file with the last name that matches what you gave has a different date of birth.
[CUSTOMER][NEUTRAL] OK, OK, just allow me a moment.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I'm there, I'm there. I'm checking, OK. Please hold for 1 to 2 minutes.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes, yes, my.
[AGENT][NEUTRAL] Thank you. I can no longer hold. What is, what is it that you're searching for? We don't have a, we don't have your member on file. What else is there, what else would you like me to assist you with?
[CUSTOMER][NEUTRAL] OK. All right, all right. Fine, I'm just checking if I get it then I will call you again, OK?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] All right.