AccountId: 011433970860
ContactId: a03a2f7c-ce6c-4c20-ab4b-cb083c4223ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 882289 ms
Total Talk Time (AGENT): 91582 ms
Total Talk Time (CUSTOMER): 176534 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/a03a2f7c-ce6c-4c20-ab4b-cb083c4223ab_20250304T17:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Can you please help me checking the benefits for Vodafone number?
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. First, could I get a callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] It's very good it is.
[CUSTOMER][NEUTRAL] It's 02581601.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is uh [PII].
[CUSTOMER][NEUTRAL] And the date of birth is just providing.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] Um, what's the date of birth again, please?
[CUSTOMER][NEUTRAL] [PII] or you can check with the name [PII]
[AGENT][NEUTRAL] Well, I'm, I'm showing, um, please verify the patient's name again. What's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Um, that patient is not under this policy.
[CUSTOMER][NEUTRAL] And do you have the patient uh that is
[CUSTOMER][NEUTRAL] Uh, what you saying, [PII].
[AGENT][NEUTRAL] Please verify his date of birth.
[CUSTOMER][NEUTRAL] It's saying
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, I'm showing a [PII] but a different date of birth.
[CUSTOMER][NEUTRAL] Give me a second.
[AGENT][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] Give me a second, let me check in our records.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Actually, it's a subscriber, so can't you check with the
[CUSTOMER][NEUTRAL] Subscribe uh dependent.
[CUSTOMER][NEUTRAL] Can you check with the dependent?
[CUSTOMER][NEUTRAL] I do have address as well, can, or rather you can go with that address.
[CUSTOMER][NEUTRAL] Or the primary insurance details.
[CUSTOMER][NEUTRAL] A me
[AGENT][NEUTRAL] Hello. Yes, sir. I've pulled up the policy and I'm only um showing Mr. [PII]. He's the only person on this policy.
[CUSTOMER][NEUTRAL] Mm, can you go with the date of birth?
[AGENT][NEUTRAL] What date of birth are you showing?
[CUSTOMER][NEUTRAL] No, the address I'm saying, can you go with the address?
[AGENT][NEUTRAL] No, sir. I would have to have the patient's name and um date of birth on file.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The date of birth, let me check.
[CUSTOMER][NEUTRAL] Just a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII]. Give me a second.
[AGENT][POSITIVE] Mhm. No problem.
[CUSTOMER][NEUTRAL] I'm just providing. Give me a second.
[AGENT][POSITIVE] Sure. Take your time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] it is.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, can you go with some other details? Uh, I think, I think, uh, it's missing date of birth.
[CUSTOMER][NEUTRAL] Can I give you some other details like the address or something else?
[AGENT][NEUTRAL] No, sir. We'd either need the name, date of birth, or the social security number.
[CUSTOMER][NEUTRAL] Social.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But the patient not updated, you said no.
[CUSTOMER][NEUTRAL] Patient have not updated your, this date of birth.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] You're not there.
[CUSTOMER][NEUTRAL] St.
[CUSTOMER][NEUTRAL] Dependent.
[CUSTOMER][NEUTRAL] So no dependent on the policy, right?
[AGENT][NEUTRAL] That's correct. No, depending on the policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But the patient provided the ID like he's a dependent and the primary signal, right?
[AGENT][NEUTRAL] Well, you would need to, um, in order for me to give you any more information, you would need to give me his date of birth. You haven't verified his date of birth. You've only verified his name.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So, actually, the patient [PII] visited in her office and stating that uh he's the guarantor. [PII] is the guarantor, but we don't have uh and the primary insurance is Cigna. So I just want to know that is the, is Cigna active in this uh APL is active or not?
[AGENT][NEUTRAL] You would have to verify, verify the patient's name and date of birth and I can give you that information, sir. If you're unable to do that, I'm unable to assist you.
[CUSTOMER][NEUTRAL] I don't need
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let me again search for something if I get.
[CUSTOMER][NEUTRAL] One more second. Give me 1 more second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] One more second.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Be done.
[CUSTOMER][NEUTRAL] Let me check one more time if I find something.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I'll call you back again if I get these details.
[CUSTOMER][POSITIVE] Thanks for your help.
[AGENT][POSITIVE] Yeah, thank you, [PII], for calling APL. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, no, no, no. Here I got the date of birth. Give me a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, we'll call you back. Thank you.
[AGENT][POSITIVE] Mhm. Thank you again for calling APL [PII]. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye.