AccountId: 011433970860
ContactId: 91396ea7-a777-46dc-a9a1-45cca034a635
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237759 ms
Total Talk Time (AGENT): 61610 ms
Total Talk Time (CUSTOMER): 90268 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/91396ea7-a777-46dc-a9a1-45cca034a635_20250403T13:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. um, I called yesterday to get a hearing aid benefit on one of your members and I guess I did ask um if this is a reimbursement benefit or if it's something that we can bill.
[AGENT][NEUTRAL] OK, um, may I have your name, please?
[CUSTOMER][NEUTRAL] Yes, uh, my name's [PII]. I'm calling with ENT and allergy Associates of Florida.
[AGENT][NEUTRAL] OK, thank you [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is that policy number please, [PII]?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 25677
[CUSTOMER][NEUTRAL] Oh no that's their group.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] They don't have a policy number they just have a group number.
[AGENT][NEUTRAL] Oh, OK, give me one moment you said that was 25.
[CUSTOMER][NEUTRAL] 256-77.
[CUSTOMER][NEGATIVE] Weird.
[AGENT][NEUTRAL] Give me one moment, what is the patient's last name?
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and verify his date of birth, please.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] OK, thank you so much. And let me provide you with the policy number please, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it is 226-237-1.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I'm the wrong person here. Hold on one second, um.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh no, I have him. Why do I have that?
[CUSTOMER][NEUTRAL] So sorry, I'm looking at his card.
[CUSTOMER][NEUTRAL] I'm sorry, could you provide that again?
[AGENT][NEUTRAL] Of course, it is 226-237-1.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. OK, now thank you so much for that your patience with me. Uh, yes, but now you would, um, you would bill us of course after you build the primary.
[CUSTOMER][NEUTRAL] OK, so we can bill directly to you.
[AGENT][NEUTRAL] Yes, after
[CUSTOMER][NEUTRAL] After we build the plan.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, got it. And um let's see here.
[CUSTOMER][NEUTRAL] Got you. And um OK, and what if you
[AGENT][NEUTRAL] I am so sorry, you, can you please repeat that?
[CUSTOMER][NEUTRAL] Oh, sorry about that. um, would I be able to have your last initial and a reference number for the call?
[AGENT][NEUTRAL] Of course my last initial is [PII]. We do not provide reference numbers. You can use my name and today's date and anything else for you, [PII]?
[CUSTOMER][POSITIVE] No, I think that would be all I would need. I think, uh, thank you so much for your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome, [PII], and thank you for calling APL. Have a good day bye.
[CUSTOMER][NEUTRAL] See you.