AccountId: 011433970860
ContactId: 8b794b8f-d9e1-4c11-ba71-38ecd051c3c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253169 ms
Total Talk Time (AGENT): 82104 ms
Total Talk Time (CUSTOMER): 62337 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/8b794b8f-d9e1-4c11-ba71-38ecd051c3c7_20250214T20:24_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] Hi, hello. I'm calling um to see, to check benefits for a patient's policy.
[AGENT][POSITIVE] OK, well, I can definitely help you with the benefits. And may I have your name and a good contact number?
[CUSTOMER][NEUTRAL] My name is [PII], last initial [PII], phone number [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, 60801.
[AGENT][NEUTRAL] OK, so that's our payer ID. Do you have the ID card there with you?
[CUSTOMER][NEUTRAL] No, that's all they gave me.
[AGENT][NEUTRAL] Oh, OK, so that's our electronic payer ID. Do you have the member's full social?
[CUSTOMER][NEUTRAL] Uh, let me see if I have her social. One second.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, uh, [PII], I mean [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policy to populate here. Can you verify the member's first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, wait a minute, hold on one second, that didn't pull that.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I believe I just located it. I'm waiting for it to come up now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so this is a different member and this is the only member with her name, um, so we don't have that member on file.
[AGENT][NEUTRAL] If they have a.
[CUSTOMER][NEUTRAL] Well, I, I believe she's on the policy with her husband, um, but I don't have his insurance.
[AGENT][NEUTRAL] Oh, OK. So what's the husband's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, it's probably under him. Hold on. [PII]?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'll see if this is him. It's not the same exact name. Hold on one moment.
[CUSTOMER][NEUTRAL] Maybe missing the, it could be [PII] without the [PII]
[AGENT][NEUTRAL] OK, yeah, no, um, we don't have a [PII] or [PII].
[CUSTOMER][POSITIVE] OK. All right. I'll call the patient again. I know. Thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.