AccountId: 011433970860
ContactId: c7108566-3b53-4895-bcd6-03c0623ca86f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240470 ms
Total Talk Time (AGENT): 84899 ms
Total Talk Time (CUSTOMER): 70558 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/c7108566-3b53-4895-bcd6-03c0623ca86f_20250514T17:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office.
[AGENT][NEUTRAL] Uh, you said your name is [PII]?
[CUSTOMER][NEGATIVE] Sorry, I can't hear your voice properly. It's breaking.
[AGENT][NEUTRAL] Can you repeat your name, please?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[AGENT][POSITIVE] All right, and how may I assist you today, [PII]?
[CUSTOMER][NEUTRAL] I'd like to have eligibility information for a patient. Could you please assist me?
[AGENT][POSITIVE] Yes, I'll be more than happy to help you with the eligibility. May I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, my callback number is [PII].
[CUSTOMER][NEUTRAL] The policy number is D as in David 47693874.
[AGENT][NEUTRAL] OK, do you have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, that the number is for 90 degree benefits. Um, I can also search the policy with the member's first and last name or full social if you have it.
[CUSTOMER][NEUTRAL] OK, the member first name is [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, can you spell the first and last name for me please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And last name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm looking by the name.
[CUSTOMER][NEUTRAL] Let
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate here. Hold on one moment.
[AGENT][NEUTRAL] OK, so we don't have a [PII] in our system, um.
[AGENT][NEUTRAL] Do you have the member's full social?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, no, I don't have the social number.
[AGENT][NEUTRAL] OK, so with the policy number that you gave, the policy number is for 90-degree benefits. So it's a different company. We're not able to use their policy number. So we can't search with that and the first and last name is not populating a policy, um, so the only other option would be to reach out to the member to get their social or um see if they have an actual APL policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Or ID card, um, so that we
[CUSTOMER][NEUTRAL] OK, can I get this.
[CUSTOMER][NEUTRAL] OK. Thank you for your verification. Can I get your name and call reference number?
[AGENT][NEUTRAL] There's no call reference number. You can use my name in today's date, and that's [PII] initial to my last name is [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Thank you for your
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][POSITIVE] Thank you for calling APL. Bye-bye.