AccountId: 011433970860
ContactId: 97de8b28-e1e7-4de0-8fbb-27a55d2e165e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242139 ms
Total Talk Time (AGENT): 78089 ms
Total Talk Time (CUSTOMER): 75343 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/97de8b28-e1e7-4de0-8fbb-27a55d2e165e_20250522T12:15_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I just want to verify member benefits please.
[AGENT][NEUTRAL] I can have the benefits with whom am I speaking, please?
[CUSTOMER][NEUTRAL] Uh, [PII] from Myare 365 WakeMed.
[AGENT][NEUTRAL] Uh, [PII], thank you. What is that policy number, please?
[CUSTOMER][NEUTRAL] Uh, give me one second to pull it up. Sorry, uh, that would be the employee ID correct?
[AGENT][NEUTRAL] Well, it actually should begin with a 01 or 02. It, it usually shows as outpatient or inpatient benefits sometimes.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I do not see any of those numbers on the card.
[AGENT][NEUTRAL] Oh OK, what, what number do you have?
[CUSTOMER][NEUTRAL] I see the employee ID number. I see a group number, and I see a payer ID.
[AGENT][NEUTRAL] OK, what's, what's the, the uh member number that you have?
[CUSTOMER][NEUTRAL] The employee ID number is D as in Delta 46702309.
[AGENT][POSITIVE] I appreciate that. Thank you. And how do you spell the patient's last name, please?
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] I'm sorry, did you say uh [PII]?
[CUSTOMER][NEUTRAL] Yes, so [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, the last 4.
[AGENT][POSITIVE] Thank you. And the first name, please?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII], thank you. Well, I looked this up if I could just have a uh contact number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you. I appreciate that.
[AGENT][NEUTRAL] I'm still checking.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] OK, what is the group number for [PII]?
[CUSTOMER][NEUTRAL] The group number is 9467.
[AGENT][NEUTRAL] OK, thank you. And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, well, it's, I'm not seeing here in our system, uh, let me just.
[AGENT][NEUTRAL] Yeah, I'm very sorry, um, [PII], I don't see her at all in our system. Uh, this is, this is not coming up, uh, is one of our groups now, um, if this is through her employer, it could be through benefits and a card, um, and it, and it could be that that's what, uh, what this is, um, but, uh, I don't show it on, on our system.
[CUSTOMER][NEUTRAL] A
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I will double check with the patient when they come in for their appointment.
[AGENT][NEUTRAL] OK, I'm sorry I wasn't able to help you. Is there anything else that I can do?
[CUSTOMER][POSITIVE] No ma'am, thank you so much for looking though.
[AGENT][POSITIVE] OK, thanks for contacting API.