AccountId: 011433970860
ContactId: 8ba1d9c8-9266-498b-9bc5-fc84d3fc4b89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126739 ms
Total Talk Time (AGENT): 51160 ms
Total Talk Time (CUSTOMER): 85921 ms
Interruptions: 2
Overall Sentiment: AGENT=2.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/8ba1d9c8-9266-498b-9bc5-fc84d3fc4b89_20250530T14:31_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm doing well, thanks for asking. How about yourself?
[CUSTOMER][POSITIVE] Doing good starting the day off with uh curveballs um.
[CUSTOMER][NEUTRAL] I've got a uh provider on the line and I'm pretty sure there's nothing we can do but she's wanting a letter uh she said she wanted a letter of verification regarding uh coverage for a member however, the member is not in our system she didn't have a policy number, gave me a social and their name, they're just not in our system.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she then requested a letter stating like from us that we could not locate this number. She said it was from Medicare. um I don't know that that's something we're able to do.
[AGENT][NEUTRAL] We might need to put a herb request in for that because I don't.
[AGENT][NEGATIVE] I don't see how we can do something like that.
[CUSTOMER][NEUTRAL] I don't either because I mean well we might be able to put the name I don't think it'd be a good idea to like mention the social because that's what she said so I I don't know I didn't know if that was something that we did or not.
[AGENT][NEUTRAL] No, we can't. No. No, that's against um HIPAA. We can't provide anything like that. We can't. If it was somebody in the system and they wanted a letter of verification that it was canceled, it would be that the insured would have to ask for that. Um, but this isn't a person in our system, we can't provide that detail like that. I don't.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][POSITIVE] Absolutely, yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] I think, so yeah, you're within the right guidelines.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] I, I figured.
[CUSTOMER][NEUTRAL] Yeah, I figured, but I just, I had to make sure in case there's some something I wasn't aware of, so I might, you know, they've got I can I can tell her that the actual number or individual can give us a call if they have questions or something. Alright, well I appreciate it. Thank you. I'll just tell her we're not able to do that.
[AGENT][POSITIVE] No, ma'am. You're good.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] You're welcome, love. You have a good day and I hope the rest of the day is better. All right, thanks.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][POSITIVE] You thank you. I appreciate it. Bye.
[AGENT][POSITIVE] You're welcome.