AccountId: 011433970860
ContactId: bad4e6d3-8192-4cf8-9103-43aa938b7dad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275070 ms
Total Talk Time (AGENT): 109696 ms
Total Talk Time (CUSTOMER): 67770 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/bad4e6d3-8192-4cf8-9103-43aa938b7dad_20250505T12:59_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] Hi, good morning. My name is [PII], and I'm calling because I want to verify patients eligibility and benefits. Can you help me with that, please?
[AGENT][POSITIVE] Yes, I'll be more than happy to assist you with the eligibility and benefits, and you said your name is [PII]?
[CUSTOMER][NEUTRAL] It's [PII]. It's spelled [PII] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, [PII], may I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] Yes, um, my contact number is [PII] with an extension of [PII].
[AGENT][NEUTRAL] Wait, I'm sorry. Can you repeat that number?
[AGENT][NEUTRAL] Again,
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, [PII]. And what was the extension?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 12073528.
[AGENT][POSITIVE] Thank you. And I'll be more than happy to help you with the eligibility and benefits, you said, correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, this is for [PII]. Date of birth is on [PII].
[AGENT][NEUTRAL] And you said the policy number is 12073528?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, do you have a copy of the member's APL ID card?
[CUSTOMER][NEUTRAL] No, I don't have it. um, this is our new patient actually.
[AGENT][NEUTRAL] OK, the reason I'm asking is because that's not an APL policy number. Um you said the member's name is [PII]?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, and um is the first name spelled [PII]?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, hold on one moment. Let me search with the first and last name. Do you have the member's social by chance?
[CUSTOMER][POSITIVE] No, I don't have it. I'm so sorry.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] OK, so looking at our um policies, I'm not showing anyone with the name of [PII]. Is that the policy holder or a subscriber or dependent?
[CUSTOMER][NEUTRAL] This is just dependent actually.
[AGENT][NEUTRAL] OK, what's the name of the the policyholder?
[CUSTOMER][NEUTRAL] I don't have it actually they just gave me the ID number.
[CUSTOMER][NEUTRAL] And the patient's name and date of birth?
[AGENT][NEUTRAL] OK, um, so we're gonna need more information. So,
[AGENT][NEUTRAL] Because that policy number is not an APL policy number, and then the name is not pulling up in our system. So we're gonna need the policyholder's name or the correct policy number or full social.
[CUSTOMER][POSITIVE] Got it thank you. I will call again when I have it.
[AGENT][NEUTRAL] All right. Well, was there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes, is there any reference number for this call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date and again that's [PII], [PII].
[CUSTOMER][POSITIVE] Thank you so much. Thank you, [PII].
[AGENT][POSITIVE] You're welcome, [PII], and thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.