AccountId: 011433970860
ContactId: c951c05e-fcbd-4ee1-b237-2a85d6b8bca7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329239 ms
Total Talk Time (AGENT): 83617 ms
Total Talk Time (CUSTOMER): 166204 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/c951c05e-fcbd-4ee1-b237-2a85d6b8bca7_20250326T18:40_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, Ms. [PII]. This is [PII] at Norton's Healthcare, and I'm just trying to get outpatient benefits, please.
[AGENT][NEUTRAL] I can help you with that, [PII], what is a good callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, [PII] and the policy number for the patient?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Oh that is D as in David 47695024.
[AGENT][NEUTRAL] Our policies are all numerical. Do you happen to have a policy er number starting with a 0?
[CUSTOMER][NEUTRAL] Let me go, OK, let me go back and let me look at the card.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] It's card.
[CUSTOMER][NEGATIVE] Oh come on.
[CUSTOMER][NEGATIVE] I had to call it up and I should have looked at it.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] If you can't locate that we can definitely do a name search.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I had, I just had, I just had the card up.
[CUSTOMER][NEUTRAL] They they have numbers on my face. Why is it not coming up?
[CUSTOMER][NEUTRAL] Let me try another card on here.
[CUSTOMER][NEUTRAL] charge his phone.
[CUSTOMER][NEGATIVE] I don't look, it's not coming up.
[AGENT][POSITIVE] Let's do a name search and you don't have to worry about it.
[CUSTOMER][NEUTRAL] Why is this not come here.
[CUSTOMER][NEUTRAL] OK, I'm sorry. No, that's should we're fine because it's, I don't know what's going on with it.
[AGENT][NEUTRAL] You're fine.
[AGENT][NEUTRAL] Not a problem. And sometimes these computers hide things, don't they?
[CUSTOMER][NEGATIVE] Is it not cool enough.
[CUSTOMER][NEUTRAL] Oh no. I was like, wow. OK, the patient's first name.
[AGENT][NEUTRAL] What's the last name of the patient?
[CUSTOMER][NEUTRAL] Uh, he's got two, last names.
[CUSTOMER][NEUTRAL] Is um [PII], I think that's how you pronounce it, [PII].
[CUSTOMER][NEUTRAL] It's the last night. But no, it's just curious how is this carding coming up.
[AGENT][NEUTRAL] What's the first name?
[CUSTOMER][NEUTRAL] It is uh [PII]
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] Yeah I'm just curious why this card ain't coming out.
[CUSTOMER][NEUTRAL] There you go.
[CUSTOMER][NEUTRAL] I'm trying to look and see what the name on that.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 364556.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] That's the number you, you said it starts with zeros.
[AGENT][NEUTRAL] Yeah, so, um.
[CUSTOMER][NEUTRAL] Let me.
[AGENT][NEUTRAL] That is for IMA or 90 degree benefits.
[CUSTOMER][NEUTRAL] I'm trying to see if I can.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I'm trying to see. I did not pull it up under that double last name.
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] Yeah, I'm trying to, I was trying to.
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] I'm trying to see what song his, uh, I mean, the first one.
[AGENT][NEGATIVE] I didn't find it.
[CUSTOMER][NEUTRAL] Yeah, that's what's on here.
[AGENT][NEUTRAL] Couldn't find it under [PII], so then I was trying with the dash, and now I'm just trying [PII].
[AGENT][NEUTRAL] Do you happen to have his social?
[CUSTOMER][NEUTRAL] Yeah, because.
[CUSTOMER][NEUTRAL] Let's see if that's in here.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, it's not pulling up in our system. So I can get you back to 90 degrees benefits or IMA.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did you
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] That policy number that you gave me.
[CUSTOMER][NEUTRAL] I'm trying to look at another number that's in here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I found another number that's in here on his card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says I see ICA, you know.
[AGENT][NEUTRAL] IMA.
[CUSTOMER][NEUTRAL] I mean, ACA. Now, it says ACA.
[CUSTOMER][NEUTRAL] On here.
[CUSTOMER][NEUTRAL] Let me try this number and see if that one comes up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Alrighty, thank you. I appreciate it.
[AGENT][POSITIVE] All right, well, it's been a pleasure to assist you, [PII]. Thank you for calling APL. Have a wonderful day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.