AccountId: 011433970860
ContactId: bc2eebc9-98af-45e8-b878-522e77cdc440
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 430470 ms
Total Talk Time (AGENT): 111057 ms
Total Talk Time (CUSTOMER): 164001 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/bc2eebc9-98af-45e8-b878-522e77cdc440_20250612T18:23_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, very good afternoon. This is [PII] calling from GI Diagnostic and Therapeutic Center. How are you doing today?
[AGENT][POSITIVE] I'm good, thank you. How about you, Mr. [PII]?
[CUSTOMER][POSITIVE] Yeah, I'm doing great. Thank you so much for asking. Actually, uh, I have a patient, but I just wanna check the eligibility and benefits. Could you please help me with that?
[AGENT][POSITIVE] Mhm thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, I can assist you with eligibility and benefits, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. My callback number is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, sure. The name of the facility is GI Diagnostic and Therapeutic Center.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, sure. The patient policy is H as in Hotel.
[CUSTOMER][NEUTRAL] 10507714.
[AGENT][NEUTRAL] OK, do you have the copy of the card for APL? That's not our number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh yes, actually I don't have the code, but uh in my file I have the number. This, this was the number which given.
[AGENT][NEUTRAL] OK. Do you have any other numbers besides that one?
[CUSTOMER][NEUTRAL] Can we pull the patient name and date of birth?
[AGENT][NEUTRAL] Mhm, we can. What is the spelling of the last name?
[CUSTOMER][NEUTRAL] Sure. The last name is [PII], which spelled as [PII].
[AGENT][NEUTRAL] OK let me have the spelling of the first name.
[CUSTOMER][NEUTRAL] Yes, my first name is [PII], which spelled as [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, let me see if I can find this number. One moment.
[CUSTOMER][NEUTRAL] Uh, sure. Do you need the date of birth?
[AGENT][NEUTRAL] Uh, not right now. Bear with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm, I don't have a [PII] in our system.
[CUSTOMER][NEGATIVE] Oh, that's sad.
[CUSTOMER][NEUTRAL] OK, give me a second.
[CUSTOMER][NEUTRAL] Uh, what about the SSN? Can we find with the SSN last four digits of SSN?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the whole social. Do you have the whole social? Because I cannot use just the last four.
[CUSTOMER][NEUTRAL] Can we try it?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, OK. Give me a second. I'll, I'll try to get you that. Just bear with me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh please bear with me. I'm, I'm actually I'm searching just a moment, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Oh, thank you so much for your patience.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh yes, I have the patient SSN and I also found another MRL.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So first I'll go with the SSN. Is that OK with you?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, sure. The SSN is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] That's right.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] That social is not pulling anything up in our system.
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] So OK, the last try, please. So kindly excuse me for this inconvenience.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I want one MRN. We'll, we'll check with that. It's [PII] as in [PII] 135101.
[AGENT][NEUTRAL] That's, that's not ours. This is American Public Life, and we only pull policies or claims for American Public Life, and that information you're giving me is not our number or our information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I tried every possible way to pull this patient. So it's not the way. We just have to escalate this. Um, yes, I really appreciate it. And could you please uh spell me your good name?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes. OK.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's [PII] [PII].
[CUSTOMER][NEUTRAL] Date of birth
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's [PII] SOL right.
[AGENT][POSITIVE] Yes, mhm, correct.
[CUSTOMER][POSITIVE] Thank you so much. A nice short name. Uh, yeah. Yeah, no, that's all from my side. Could you please give me the call reference number?
[AGENT][NEUTRAL] You're welcome, Mr. [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's state.
[CUSTOMER][POSITIVE] OK, I got it. Mhm. Yeah, sure. Thank you so much, sir.
[AGENT][POSITIVE] OK. Have a good afternoon.
[AGENT][POSITIVE] You're welcome, Mr. [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Yeah, you too have a great day bye bye.