AccountId: 011433970860
ContactId: abaac67e-bd72-41e9-b14e-72f58a2ee000
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317609 ms
Total Talk Time (AGENT): 92315 ms
Total Talk Time (CUSTOMER): 167573 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/abaac67e-bd72-41e9-b14e-72f58a2ee000_20250423T21:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, uh, [PII], this is [PII] with Doctor [PII]'s office. Um, I was calling to find out, do y'all, um, OK, I only have the patient's social and date of birth, um, but I didn't know if y'all are current, um.
[AGENT][NEUTRAL] Hey [PII], how can I help?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Provide or I don't know how to uh carriers for the Southern University um group.
[AGENT][NEUTRAL] Oh, we're checking for the group or we checking for just a specific insured?
[CUSTOMER][NEUTRAL] The specific insured, I just didn't know if that was like one that y'all do um if you just knew if that one was one of y'all's plans.
[AGENT][NEUTRAL] I don't off the top of my head, but I can, I can look it, I can look it up by social if you have that.
[CUSTOMER][NEUTRAL] Current plans or if you just OK that's fine yeah.
[CUSTOMER][POSITIVE] That would be perfect. Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] General.
[AGENT][NEUTRAL] Alright, give me just a second here, let me do a search.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Maybe after all the patients are gone.
[CUSTOMER][POSITIVE] So funny video I saw. OK good.
[AGENT][NEUTRAL] What is the uh patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], date of birth is [PII].
[AGENT][NEUTRAL] Last name you said is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Hm OK.
[AGENT][NEUTRAL] And the social to confirm was [PII], correct?
[CUSTOMER][NEUTRAL] That that's what I have on file, yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, that didn't pull up anything um.
[CUSTOMER][NEUTRAL] Um, hold on, let me see, hold on, I may have given you her husband. I'm sorry, hold on.
[CUSTOMER][NEGATIVE] Uh, no, cancel.
[CUSTOMER][NEUTRAL] No, that is OK. This is her chart, um.
[CUSTOMER][POSITIVE] Yes, that's what I have for her.
[AGENT][NEUTRAL] Let me try by last name. It's [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And then what's, I apologize, what's the insured's first name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I think maybe we could.
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] Do you know if [PII] is a subscriber or like a dependent on it?
[CUSTOMER][NEUTRAL] She would be the subscriber, she said, because the other insurance that I have on file is for um her husband.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] I have a group number that was in our system for Southern University before. I just didn't know if that group is still active if that would help.
[AGENT][NEUTRAL] What was that?
[AGENT][NEUTRAL] Yeah, we can check that with that group.
[CUSTOMER][NEUTRAL] Um, OK, hold on a second, let me go back.
[CUSTOMER][NEUTRAL] Southern, so I have 8787.
[CUSTOMER][NEUTRAL] They all.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I told that boy tomorrow when he's still.
[AGENT][NEUTRAL] So it looks like it is still an active group with us, um, as far as active policies, I don't see anybody with her last name listed as an active holder.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm yeah unless she has a different last name on there that's, I was able to find her under her husband's policy with that that one so I don't know if maybe this one.
[CUSTOMER][NEUTRAL] Under like a different last name or?
[AGENT][NEUTRAL] Yeah, I mean we don't have any first name that even is close or last name. They only have like 6 employees so.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yeah, I know that's fine, um, so that group is still active.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, I just wanted to make sure that because I do have two other groups like with two other different companies that I wasn't able to find her like through their online portal on theirs so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I just wanted to double check.
[AGENT][POSITIVE] Not a problem. Anything else I can do for you?
[CUSTOMER][POSITIVE] No sweetheart, thank you. I think that's all.
[AGENT][POSITIVE] Yeah. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.