AccountId: 011433970860
ContactId: 86a9a72d-25d3-4cb3-995c-09aad4550ce5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166229 ms
Total Talk Time (AGENT): 81381 ms
Total Talk Time (CUSTOMER): 79739 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/86a9a72d-25d3-4cb3-995c-09aad4550ce5_20250314T14:24_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry I missed your name.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Oh, [PII] hi so, um, I am calling to get benefits for a patient.
[AGENT][POSITIVE] Sure, I can assist you with benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII], my last name initial is [PII].
[AGENT][POSITIVE] OK. Thank you, Miss.
[CUSTOMER][NEUTRAL] is yours B [PII], I think, no.
[AGENT][NEUTRAL] M, M [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, sorry.
[AGENT][NEUTRAL] It's OK, no problem, Miss [PII]. And you're calling from which uh facility from my location?
[CUSTOMER][NEUTRAL] Diagnos it's the diagnostic center of Miami.
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected Miss [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what's the patient's policy number?
[CUSTOMER][NEUTRAL] 0194059ML8
[CUSTOMER][NEUTRAL] I'm calling for outpatient benefits.
[AGENT][NEUTRAL] Mm, I think I'm missing a digit. Can you repeat that one more time?
[CUSTOMER][NEUTRAL] Of course it's 019.
[CUSTOMER][NEUTRAL] 47 0 this is the name on the card uh 47059 ML 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and may I have the name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. Let me see if I have a different card.
[AGENT][NEUTRAL] OK, Ms. [PII], I don't have an active policy for this number. I do have a different policy number, but it's also terminated. Um, the last policy I found was terminated back in [PII].
[CUSTOMER][NEUTRAL] Oh, OK, um, and, and it's not that same member ID, it's, I mean the policy number?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, it's not. No, it's not the same policy.
[CUSTOMER][NEUTRAL] Is it one that says 02267917 I believe is that one OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, yes, that's correct, yeah. Mhm, yes.
[CUSTOMER][NEUTRAL] OK dokey, um, and no active policies at all then for her.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Correct. There's no other policies um or active policies. No, that's terminate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK dokey perfect thank you so much for your help. You have a wonderful day, [PII].
[AGENT][NEUTRAL] Let me see.
[AGENT][POSITIVE] You're welcome. You have a good weekend, Ms. [PII]. Is there anything else I may help you with today? You're welcome. Thank you. You're welcome. Bye-bye, Miss.
[CUSTOMER][POSITIVE] Thank you, same to you. No, ma'am, that was all. Thank you very much.
[CUSTOMER][NEUTRAL] Bye bye.