AccountId: 011433970860
ContactId: afcebb7e-c756-4d84-9c56-711a1d44ba54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343000 ms
Total Talk Time (AGENT): 139943 ms
Total Talk Time (CUSTOMER): 161429 ms
Interruptions: 3
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/afcebb7e-c756-4d84-9c56-711a1d44ba54_20250507T19:02_UTC.wav
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[CUSTOMER][NEUTRAL] Y'all can come.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I just wanna verify eligibility for a patient.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, yeah, it's [PII].
[CUSTOMER][NEUTRAL] And I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. And may I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's Amed, A N M E D.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, yeah, it is.
[CUSTOMER][NEUTRAL] 02292096.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, yeah, it's [PII], um, birthday [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, Ms. [PII], are you looking at the card for the number?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Are you looking at the card for number because they didn't pull that name.
[CUSTOMER][NEUTRAL] It's [PII], so there's nothing for that.
[AGENT][NEUTRAL] Um, not with that number. Uh, can you repeat that number one more time just to make sure I type it in right?
[CUSTOMER][NEUTRAL] Um, let me see if I can look, hold on.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, that's what I got. [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Do you have his social or any other information?
[CUSTOMER][NEUTRAL] I can give you a social, yeah, um, let me take a look real quick here just let me know when you're ready.
[AGENT][NEUTRAL] OK, bear with me.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm ready now.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] I didn't pull nobody with that social in our system.
[CUSTOMER][NEUTRAL] It might be through his wife too.
[AGENT][NEUTRAL] Do you have her social?
[CUSTOMER][NEUTRAL] Um, no, but I can give you, um, um.
[AGENT][NEUTRAL] No information. Um, let me have the spelling of the last name. Is it the same last name, [PII]?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] OK. And what's the spelling of the last name of the wife?
[CUSTOMER][NEUTRAL] Uh, yes, [PII] the same thing. OK.
[AGENT][NEUTRAL] So [PII]
[CUSTOMER][NEUTRAL] You have an X-ray or CT just print your name on the clipboard and have a seat in the waiting room. OK, yeah, we're mhm.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] It's OK. Um, do you want me to check again under [PII] or do you want me to check under her?
[AGENT][NEUTRAL] Under the wife.
[CUSTOMER][NEUTRAL] Try to check on her and see.
[AGENT][NEUTRAL] It was her name, her first name.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Or it might be [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Are you looking for something?
[AGENT][NEUTRAL] Let me try again.
[CUSTOMER][NEUTRAL] OK, so he wanted to compare the radiology, um, thing with the ones that he's gonna be getting in the future, so I was just hope to bring that up.
[AGENT][NEUTRAL] Let me try one
[AGENT][NEUTRAL] And do you have an address?
[CUSTOMER][NEUTRAL] have his name and all that great, but I also printed out his uh demographic. OK, give me one second, um, [PII] is the address.
[CUSTOMER][POSITIVE] Hey I'm good how are you?
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Hey, can somebody.
[CUSTOMER][NEUTRAL] Can you, can we do y'all let her in the back? She's gotta give them a desk real quick.
[AGENT][NEUTRAL] I'm not pulling them up in our system.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm not able to pull, pull them up.
[CUSTOMER][NEUTRAL] Yeah, OK, so I just.
[CUSTOMER][NEGATIVE] So nothing with the birthday or anything to be found.
[AGENT][NEGATIVE] We cannot pull by birthday. We only have, uh, the policy, Social Security, member ID, last name or first name. That's the only way we can search. Um, the social you gave me didn't pull anything up and then I put um his name or her name and did a name search and nothing came up. And then the policy number that you provided me, that's [PII] is not pulling her name or his name. That's somebody totally different.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So [PII], you put, you put 2 2s at the beginning, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, alright, so I'll just put in here you don't have it then.
[AGENT][NEUTRAL] Yeah, I'm sorry. I, I was not able to find it. Mhm.
[CUSTOMER][NEUTRAL] Because we couldn't, since we couldn't find them, it's OK. No, you're good thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you?