AccountId: 011433970860
ContactId: c4407744-6d75-4818-81cc-7f1a56416256
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309200 ms
Total Talk Time (AGENT): 103896 ms
Total Talk Time (CUSTOMER): 149708 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/c4407744-6d75-4818-81cc-7f1a56416256_20250509T20:16_UTC.wav
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[AGENT][NEUTRAL] Uh, excuse me, good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I was just trying to verify if the patient's, uh, plan is still active or not that's in our hospital currently.
[AGENT][NEUTRAL] OK. Yes, ma'am. I can verify eligibility for you. And your name is?
[CUSTOMER][NEUTRAL] First name is [PII], that is spelled uh [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] So I have ID 02097523.
[AGENT][NEUTRAL] Thank you. One moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] So for me that's [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] is who I have. Date of birth [PII].
[AGENT][NEUTRAL] Uh, I do not show them under this policy. And what's, you said their last name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Are you showing [PII] as the policyholder?
[CUSTOMER][NEUTRAL] Mm, let me see, hang on one second, let me see if I can find something else because.
[AGENT][NEUTRAL] No, that'll be too old. I don't know.
[AGENT][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] Well, [PII], yeah, cause that would be, that would be a child way too old for at that point.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh let's see.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Now I don't see.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what state are they from?
[CUSTOMER][NEUTRAL] So we are located in [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Well, you're not showing in the system because under that policy number it comes with a different um insured name. Do you have a copy of the card?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, not right here. Let me just check one other place. Give me, if you don't mind, my, it, it takes a little moment to get in there. OK, give me just a second here.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I think maybe they have saved them under 10 instead of 10 of the.
[CUSTOMER][NEUTRAL] OK, let's see, so American Public Insurance Company I'm showing.
[CUSTOMER][NEUTRAL] Of course they would only have the back of the card. Oh hang on.
[AGENT][POSITIVE] Bless it. Um.
[CUSTOMER][NEUTRAL] OK, so I show uh insured [PII]
[AGENT][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Yeah, but I don't know how that's related to this person. I know.
[AGENT][NEUTRAL] Yeah, cause I don't see them under the policy. That's why I was wondering cause the date of birth is too close to the insured's date of birth. So uh as far as the year, so it's like I couldn't be a dependent child.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] They'll be actually older.
[CUSTOMER][NEUTRAL] Well, let me, let me see something else because the patient also has that same patient has a Blue Cross Blue Shield plan that I verified first which is which is [PII].
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] 1014. This is not the same price it can't be.
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEGATIVE] They don't even have the same birthday. This birthday is too close.
[AGENT][NEUTRAL] Uh, do you have Mr. [PII]'s social?
[CUSTOMER][NEUTRAL] I don't think, but that's a female.
[AGENT][NEUTRAL] Oh, that is a female. Could it be a, I was thinking maybe a spouse then, but um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So maybe he's the spouse of her of [PII]. That's a different name. Never seen that, um, so.
[AGENT][NEUTRAL] I thought it looked strange, the first name though, but um.
[CUSTOMER][NEUTRAL] Yeah, cause she's on her Blue Cross Blue Shield plan.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me just see, but you don't show him on this one for her.
[AGENT][NEUTRAL] No ma'am, I just showed that it's just an individual policy.
[CUSTOMER][NEUTRAL] OK, alright, so I'll take this out.
[AGENT][NEUTRAL] We just her on there.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, and you said, tell me your first name again I'm so sorry.
[AGENT][NEUTRAL] Are you, uh, fine it's [PII]
[CUSTOMER][NEUTRAL] [PII]. Alrighty, do we need a call reference or just go by name?
[AGENT][NEUTRAL] Uh, you can use my name in today's date if you like.
[CUSTOMER][POSITIVE] OK, perfect. I'm just say she's not, he's not on this plan and we'll leave it at that. Thank you so much. You have a great weekend.
[AGENT][POSITIVE] All right, you too, Ms. [PII] and thank you for calling APL.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye.