AccountId: 011433970860
ContactId: c46d5b57-338d-4df0-88f9-bcbb419275eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264899 ms
Total Talk Time (AGENT): 115366 ms
Total Talk Time (CUSTOMER): 61058 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/c46d5b57-338d-4df0-88f9-bcbb419275eb_20250404T12:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] I'm calling from South Lake OBGYN. Just calling to get eligibility and benefits on a patient.
[AGENT][NEUTRAL] OK, [PII], you're needing eligibility and benefit information, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] It is S01846042.
[AGENT][NEUTRAL] OK, now that is not an American.
[AGENT][NEUTRAL] Public life policy number, [PII]?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat that? You cut off.
[AGENT][NEUTRAL] I said that is not an American.
[AGENT][NEUTRAL] Public life policy number.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Do you have
[AGENT][NEUTRAL] Do you have her ID card?
[CUSTOMER][NEUTRAL] No, she's a new patient coming in.
[AGENT][NEUTRAL] OK, and you said that it started with the letter F. Is that correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] Yes, ma'am. That's not an American public life policy number. Do you have any other information that I can use? Just try and search to see if she has a policy with us.
[CUSTOMER][NEUTRAL] Mm, no, do you know?
[CUSTOMER][NEUTRAL] If there's a number I can call to check for eligibility and benefits.
[AGENT][NEUTRAL] Uh, what is the company you're trying to reach?
[CUSTOMER][NEUTRAL] I'm not sure. All I have is the ID number when we put it into our system, it says ATL.
[AGENT][NEUTRAL] OK. I'm not sure what, what's the, I can try by her name, but that is not a policy number. F as in, give me the number again, F as in Frank.
[CUSTOMER][NEUTRAL] 01846042
[AGENT][NEUTRAL] Let me try it without the letter. I don't know what the S is.
[AGENT][NEUTRAL] OK, I've tried to search just the number because the F is not correct for our company. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII] [PII].
[AGENT][NEUTRAL] Yes, ma'am. That number, even without the F does not come up with anyone by that name.
[AGENT][NEUTRAL] And you said her name is [PII]?
[CUSTOMER][NEUTRAL] Correct, and then the first name is [PII]
[AGENT][NEUTRAL] A uh
[AGENT][NEUTRAL] [PII] OK, let me just try by the name.
[AGENT][NEUTRAL] Cause you're, you are speaking with a
[AGENT][NEUTRAL] But I'm not sure why that number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is showing like that in your system that's most better for us but just give me a moment.
[AGENT][NEUTRAL] Yes ma'am, we don't have anyone in our system by that name.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So I would reach out to the, the patient um to get the correct information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] All right, well, you're certainly very welcome. And is there anything else else that I can help you with this morning?
[CUSTOMER][POSITIVE] No, that was it, thank you.
[AGENT][POSITIVE] OK, well, you're welcome and thank you again for calling APL. I hope you have a great weekend.