AccountId: 011433970860
ContactId: b5b06c5a-af7e-45f5-b65b-24f8dd539557
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217259 ms
Total Talk Time (AGENT): 70705 ms
Total Talk Time (CUSTOMER): 71209 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/b5b06c5a-af7e-45f5-b65b-24f8dd539557_20250428T15:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII] um I'm calling from a provider office. I'm just trying to verify a patient's benefits to see if it's active.
[AGENT][POSITIVE] OK, well I'll be more than happy to help you with the eligibility and benefits, and may I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, so it's gonna be um 508-575-028.
[AGENT][NEUTRAL] OK, so that's, is that their social?
[CUSTOMER][NEUTRAL] No, this is showing that this is their subscriber ID. I'm not so sure, can you search by name and date of birth?
[AGENT][NEUTRAL] I can search by their first and last name or their full social.
[CUSTOMER][NEUTRAL] OK, first name is [PII], [PII] Last name is [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, this may be her, hold on one moment, I'm waiting for it to come up so I can see the date of birth.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And what's the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mmm this is a different member. Hold on one moment, let me try the other one.
[CUSTOMER][NEUTRAL] Let me see if I can see her Social Security number. We only can see it if they fill out the patient's registration. If they don't fill it out, then we, the only thing I can see is the last 4.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, let me see, see.
[CUSTOMER][NEUTRAL] Oh, and she did not fill it out.
[AGENT][NEUTRAL] OK, so we only have 3 Nancy [PII]. One looks like it's the same, I mean 2 looks like it's the same person. Let me try this one.
[CUSTOMER][NEUTRAL] Can you see like the address or anything?
[AGENT][NEUTRAL] Um, not until I get into the policy. Let me see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, this is all the same person. Um, they all have the same date of birth, but it's different than you than your date of birth. Um.
[AGENT][NEUTRAL] The only other thing I can say is to see if the member has a copy of their ID card, you're looking for the policy certificate number.
[AGENT][NEUTRAL] It usually starts with a 01 or 02.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, OK, well let me get a patient a call. I appreciate it.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No ma'am, thank you so much you have a blessed day.
[AGENT][POSITIVE] You also, thanks for calling APL. Bye-bye.