AccountId: 011433970860
ContactId: b65ff0c7-6220-4bfa-8733-d35dcbdadfb2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212339 ms
Total Talk Time (AGENT): 98937 ms
Total Talk Time (CUSTOMER): 83071 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/b65ff0c7-6220-4bfa-8733-d35dcbdadfb2_20250609T15:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I was just calling to get um verification of benefits for a patient.
[AGENT][POSITIVE] Sure I could check those benefits for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] I can't get
[AGENT][NEUTRAL] OK, OK, can I get a good call back number from you first in case we
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Please
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] [PII] option one.
[AGENT][NEUTRAL] Got it. Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, 02564024.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] I am so sorry, [PII]. I think I might have misheard that policy number. Um, I got somebody else entirely. Could you repeat that policy number please?
[CUSTOMER][NEUTRAL] 02564024
[AGENT][NEUTRAL] OK, yes, that's what I got, but I got a completely different member.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Is that [PII]?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, I'll
[CUSTOMER][NEUTRAL] OK, mom could have had it wrong. OK, are you able to look.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It's it could be off by just a couple of digits, um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] I don't, but I can call mom back to retrieve that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] That's OK. The only other thing I can, uh, if you wouldn't mind, the, do you know who the policy holder is?
[CUSTOMER][NEUTRAL] I have the
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Could you
[AGENT][NEUTRAL] Is that, I'm sorry, [PII]?
[CUSTOMER][NEUTRAL] Yes, so excuse me, sorry, mhm.
[AGENT][NEUTRAL] That's OK and then uh [PII] [PII] correct?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII] [PII].
[AGENT][NEUTRAL] OK, let me try searching that way. Give me just a moment.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] And then uh I'm sorry, that date of birth please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK awesome I did find them let's see, was this for uh medical or dental?
[CUSTOMER][NEUTRAL] Dental
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So they did have a policy with us however it did terminate um [PII].
[CUSTOMER][NEUTRAL] Let me write that down, sorry.
[AGENT][NEUTRAL] You're OK, did you want that correct policy number for your records?
[CUSTOMER][NEUTRAL] You said it terminated.
[CUSTOMER][NEUTRAL] Say that one more time for me.
[AGENT][NEUTRAL] Did you want that correct policy number? It looks like the 4 at the very end is supposed to be a 3. Everything else is the same, so 02564023.
[CUSTOMER][NEUTRAL] Did
[CUSTOMER][NEUTRAL] OK, but you said it terminated in January?
[AGENT][NEUTRAL] Correct, [PII] of this year, [PII].
[CUSTOMER][NEUTRAL] OK, I'll call mom and you don't show any other policy that is um active correct?
[AGENT][NEUTRAL] No they don't have any active policies with us at this time.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] Of course. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No ma'am, thank you.
[AGENT][POSITIVE] Alright, yeah thanks for giving us a call have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks bye bye.