AccountId: 011433970860
ContactId: c79fbd88-b15a-4aa1-9eea-5708967d7ec3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176119 ms
Total Talk Time (AGENT): 74268 ms
Total Talk Time (CUSTOMER): 93231 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/c79fbd88-b15a-4aa1-9eea-5708967d7ec3_20250422T14:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I, I believe I may have spoke with you earlier this morning. My name is [PII], last initial [PII] I am calling from a provider's office to determine if this patient, um, that I'm calling about has any surgical benefits. Um, I spoke to 90 Degree Benefits, um, and they have a preventative plan for the patient. They stated that you guys APL have a hospital indemnity plan for the patient.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm try I'm sorry I'm trying to remember um this was one I couldn't find in the system, is that right? Sorry.
[CUSTOMER][NEUTRAL] Yes, yes, that's OK.
[AGENT][NEUTRAL] OK, um, let's see, I think I was just able to search, uh, with their name. Do you have any further information, [PII]?
[CUSTOMER][NEUTRAL] The only thing that she gave me was that employee ID number and she said that that would.
[AGENT][NEUTRAL] OK, and so
[AGENT][NEUTRAL] Not for us. If it begins with a D, we have no way of searching with that because that that's theirs um if they have a policy number with us, uh, it would begin with a 0, a 1 or a 2.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, let me look and see if anything like that is on here let me just.
[AGENT][NEUTRAL] Sure, um, what I would recommend, especially if, um, the patient doesn't maybe doesn't have their policy number with us, um, the only other thing besides searching their name would be their social.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, yeah, um.
[CUSTOMER][NEUTRAL] Let me double check one thing while I've got you on the line.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, actually, [PII], really quick, I'm sorry, can I go ahead and get that good callback number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, sure, [PII].
[AGENT][POSITIVE] Thanks.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And I'm looking here.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'm not seeing anything and you said it would start with a 0?
[AGENT][NEUTRAL] A 0, a 1 or a 2 typically. Definitely does not start with the letter.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I think at this point we'll probably have to reach out to the patient to see if he has any other card on file for that number because we don't have the social in the system, so again I appreciate your help, but I do have your number now so I can give you a call back all right thanks again you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] Yeah, I'm sorry there's not more I can do to help, but those are the only ones I can search.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] Yeah, thank you so much have a have a good day.
[AGENT][POSITIVE] All right, well, thanks so much for calling. Good luck. Thank you.
[CUSTOMER][POSITIVE] OK thanks bye bye.
[AGENT][NEUTRAL] OK, bye-bye.