AccountId: 011433970860
ContactId: 90873f65-e9e1-4791-9f3c-59167ea0039d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210880 ms
Total Talk Time (AGENT): 60094 ms
Total Talk Time (CUSTOMER): 73446 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/90873f65-e9e1-4791-9f3c-59167ea0039d_20241230T15:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] You for calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, yes, I just need to get benefits for, um, a patient's insurance.
[AGENT][POSITIVE] I'd be happy to assist with benefits. May I have your first name, please?
[CUSTOMER][NEUTRAL] [PII], last initial [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you for that and what is the policy number?
[CUSTOMER][NEUTRAL] 242-854-2
[AGENT][NEUTRAL] That's not.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Do you have a social? That's not a valid policy number.
[CUSTOMER][NEGATIVE] I don't believe they can't get socials. uh, we don't have access to the patient's social.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, I don't have access.
[AGENT][NEUTRAL] OK, well what's the name?
[CUSTOMER][POSITIVE] To the patients for sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and spell that first name again for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's her, what's her date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, that, I'm sorry, that was the right policy number um.
[AGENT][NEUTRAL] It's just to a lapse policy, but it's not a medical policy, it's a critical illness policy.
[AGENT][NEUTRAL] Uh, or a cancer policy that lapsed, but it's not a medical policy.
[CUSTOMER][NEUTRAL] Yes, this is a this is a cancer center.
[AGENT][NEUTRAL] Oh, OK, good. OK, well, I'm showing that the coverage was active until [PII].
[AGENT][NEUTRAL] So, uh, do you have claims before then?
[CUSTOMER][NEUTRAL] So it turned on [PII]?
[CUSTOMER][NEUTRAL] So did it turn on [PII]?
[AGENT][NEUTRAL] Yes, it's um
[AGENT][NEUTRAL] Yes, [PII] it termed.
[CUSTOMER][NEUTRAL] OK, that's OK, um.
[CUSTOMER][NEUTRAL] I just, it just shows that this insurance on the patient's account so I needed to call to get the um.
[CUSTOMER][NEUTRAL] The benefits, but if it's term, I'll just go ahead and turn it on the patient's account. They have another coverage.
[AGENT][NEUTRAL] OK, was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Nope, that's it. Can I just get a reference number and what was your name again one more time?
[AGENT][NEUTRAL] My reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] Bye bye.