AccountId: 011433970860
ContactId: bcb89ece-d2f4-49cd-9771-0230ac617fcd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149610 ms
Total Talk Time (AGENT): 49420 ms
Total Talk Time (CUSTOMER): 73086 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/bcb89ece-d2f4-49cd-9771-0230ac617fcd_20250603T17:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to verify eligibility benefits on this member's policy who's scheduled for an outpatient surgery here with us.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility and benefits for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Mhm [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Um, I was given here shows [PII] is what it shows.
[AGENT][NEUTRAL] OK, uh, that's gonna be a bit too long to be one of our policy numbers. Um, do you maybe have their social I could search for them that way?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Um, they don't provide that to us, um.
[AGENT][NEUTRAL] That's OK. The only other way I can search is if you wouldn't mind.
[CUSTOMER][NEUTRAL] Uh, first, last name, date of birth.
[AGENT][NEUTRAL] Yeah, if you wouldn't mind spelling out the first and last name for me.
[CUSTOMER][NEUTRAL] Yeah, of course. First name is [PII] Last name is [PII]
[CUSTOMER][NEUTRAL] With uh date of birth [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] And just to clarify that last name that was [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I do not have anyone with that name in our system, [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, no problem, I'll call the patient and see because the doctor's office are the ones that entered this information in our system, so I don't know if they might probably enter the wrong insurance maybe, uh.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] No worries. My
[AGENT][NEUTRAL] Maybe there are a lot that sound like us.
[CUSTOMER][POSITIVE] Yeah, no problem, no problem. OK, well I appreciate all the help and um that's all that I needed.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Alright well I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.