AccountId: 011433970860
ContactId: 9bc86a6d-3ff7-4c5f-95a7-422dc2e3d6c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181960 ms
Total Talk Time (AGENT): 78059 ms
Total Talk Time (CUSTOMER): 61499 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/9bc86a6d-3ff7-4c5f-95a7-422dc2e3d6c7_20250611T15:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, this is [PII]. I'm calling from Florida Orthopedic Specialists, and I'm calling to verify uh patients benefits.
[AGENT][POSITIVE] OK, sure, I can assist you with um benefits, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] This is 684-684-480.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me try the last 4 after 64. 1 moment.
[CUSTOMER][NEGATIVE] Might be calling the wrong place. I did call another number, but then this is one of these multi plan.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, policies.
[AGENT][NEUTRAL] It's OK. Um, what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me do a search because yeah, that didn't pull him. Um, one moment.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And the number you gave me, is that the social by any chance or?
[AGENT][NEUTRAL] I don't know.
[CUSTOMER][NEGATIVE] No, no.
[AGENT][NEUTRAL] No, OK, OK, uh, let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said it's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you have an address for Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me see
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Do you know who's his employer?
[CUSTOMER][NEUTRAL] Mm, I actually do not. We haven't seen the patient yet.
[AGENT][NEUTRAL] Got you. Yeah, I'm not pulling anything up with that name, uh, and that address, in that state. Um, I did not pull that policy yet.
[CUSTOMER][NEUTRAL] look at some.
[CUSTOMER][NEUTRAL] OK, so then I, I, I called the wrong company then. I was just double checking. It's just one of these multi health plan PHCS plans, and it's really weird sometimes.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Yeah, I understand. Is there anything else I will help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] Thank you. Well, thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] Alright you too thank you bye bye.
[AGENT][POSITIVE] Thank you.