AccountId: 011433970860
ContactId: c1801139-c2a4-4bb1-9d74-2b5d72790c20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294920 ms
Total Talk Time (AGENT): 104157 ms
Total Talk Time (CUSTOMER): 137477 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/c1801139-c2a4-4bb1-9d74-2b5d72790c20_20250616T15:44_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from McDonald's. Um, I have my APL account and I went to, I scheduled a mammogram with, um, [PII], and it was saying that my, uh, APL account is not, uh, my date of birth that you guys have is not the same what they have, so they're trying to charge me $1100 so I, I was told to call.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, it's right here so you're talking about the, the payer ID number, that right there?
[AGENT][NEUTRAL] The inpatient outpatient certificate number, something like that. It should start with a 0.
[CUSTOMER][NEUTRAL] Yes, I have both of them.
[AGENT][NEUTRAL] Go ahead, one of them.
[CUSTOMER][NEUTRAL] Yes, I have both of them.
[CUSTOMER][NEUTRAL] OK, the uh outpatient 0203.
[CUSTOMER][NEUTRAL] 468 5
[CUSTOMER][NEUTRAL] And then it's ML8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[AGENT][NEUTRAL] OK. And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, we have [PII].
[CUSTOMER][NEUTRAL] You have what? [PII]?
[AGENT][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] So your birth.
[CUSTOMER][NEUTRAL] No, it's [PII].
[AGENT][NEUTRAL] OK, I'll
[CUSTOMER][NEUTRAL] Yes, so they say when they try to, yeah.
[AGENT][NEUTRAL] I'll get that changed for you, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I verify your um address and.
[CUSTOMER][NEUTRAL] OK, OK, my address is [PII].
[AGENT][NEUTRAL] And your email address, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. I'll get, uh, and you were calling because the
[AGENT][NEUTRAL] Provider called and said we had the wrong date of birth.
[CUSTOMER][NEGATIVE] Right, right. Yeah, they're right, because what I'm giving them is not what you guys have.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I can get that changed for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, so how long before because they want me to call them back? Is it changed right away or do I have to wait the next day?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It should be changed today. Do you have their phone number and I can give them a call?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, um, I'll give it to you right now it's right here in front of me.
[CUSTOMER][NEUTRAL] Uh, it's [PII], um, um, the number is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], [PII] no, I'm, I'm lying. I'm sorry. [PII].
[AGENT][NEUTRAL] And do you know who you spoke to?
[CUSTOMER][NEUTRAL] No, no, it's just that it's scheduling department and then they transferred me to, yeah, the billing so what they did, they sent me an email that they were not able to verify so when I call them to say the date of birth I'm giving them does not match up with what with the APL so.
[AGENT][NEUTRAL] OK, if you can give them a call back I'll try to call them but it doesn't mean that I can get someone since you don't know who you talk to um.
[CUSTOMER][NEUTRAL] OK, I can call them back. I was, I was planning on calling them back.
[AGENT][NEUTRAL] If you
[AGENT][NEUTRAL] If you would call them back and tell them um to give me a call, my name is [PII] and my [PII] [PII].
[CUSTOMER][NEUTRAL] [PII], [PII]. OK.
[AGENT][NEUTRAL] [PII]. Yes, ma'am. And if they'll call me, I'll, I'll know that I talked to you.
[CUSTOMER][POSITIVE] All right, thank you so much.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And we'll, uh, we'll be able to give them the benefits.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling IPO. You have a good day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][NEUTRAL] Mhm. Bye-bye.