AccountId: 011433970860
ContactId: a10d15d2-aa08-4d24-95af-f1e6f4c33576
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232740 ms
Total Talk Time (AGENT): 86129 ms
Total Talk Time (CUSTOMER): 92061 ms
Interruptions: 1
Overall Sentiment: AGENT=2.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/a10d15d2-aa08-4d24-95af-f1e6f4c33576_20250117T15:37_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Memorial Preservice department. Um, can you spell out your name, please, if you don't mind?
[AGENT][POSITIVE] Yes, absolutely. It's [PII], first initial, last name, [PII].
[CUSTOMER][POSITIVE] Thank you very much. Um, Ms. [PII], I was just calling to verify eligibility and benefits for one of our patients, please.
[AGENT][POSITIVE] My pleasure.
[AGENT][POSITIVE] OK, I'd love to help you with that, Ms. [PII]. Do you mind if I snag a quick callback number?
[CUSTOMER][NEUTRAL] Yes, that would be [PII].
[AGENT][POSITIVE] Wonderful, and your member's policy number?
[CUSTOMER][NEUTRAL] OK, I don't have the member policy number. All I have is the company name and the social.
[AGENT][NEUTRAL] OK, give me just a second, but I can't search it for this under the social for you. And what's that number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. I have 594946828.
[AGENT][NEUTRAL] And your patient's first and last name?
[CUSTOMER][NEUTRAL] I have here [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm actually going to take the spelling of that name again because I don't have anybody showing up under that social, um, which means she's likely not the subscriber on the account um can you spell [PII] for me?
[CUSTOMER][NEUTRAL] Yes, I have [PII]
[AGENT][POSITIVE] Perfect and then [PII]?
[CUSTOMER][NEUTRAL] Is that [PII], it's DA.
[CUSTOMER][NEUTRAL] Space and then [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect. Let me try to find her.
[AGENT][NEUTRAL] I'm not showing anybody with um I tried searching under the
[AGENT][NEUTRAL] [PII] and then just [PII], and I'm not showing any matches with that last name at all in our system.
[CUSTOMER][NEUTRAL] OK. She also provided me the company name.
[CUSTOMER][NEUTRAL] That is through her job that she has this gap insurance.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, I wouldn't be able to look it up with the name, but I could look it up with the group number.
[CUSTOMER][NEUTRAL] Oh, no, I don't have anything on that. Well, she advised that she will be receiving a car this week, so.
[AGENT][NEUTRAL] I mean it's very well she might not be in the system quite yet if you want to try us back maybe like Tuesday of next week.
[CUSTOMER][NEUTRAL] I think we should just wait.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. I will just.
[AGENT][NEUTRAL] We're not open Monday, but.
[CUSTOMER][NEUTRAL] OK, that's fine. Um, may I have a reference number for this call, this call, please, if you don't mind?
[AGENT][NEUTRAL] You betcha. Absolutely. It's um my name [PII], first initial, last name, [PII], and then today's date.
[CUSTOMER][POSITIVE] All right, perfect. Thank you very much. I appreciate it. No, no, no, you're fine, you're good. Thank you very much for your help. Appreciate it.
[AGENT][NEUTRAL] I'm sorry, Ms. [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Um, my pleasure. You take care and have a wonderful day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.
[AGENT][NEUTRAL] Bye bye.