AccountId: 011433970860
ContactId: ce267e2d-21dc-46d3-a56f-e17a6a1ce86a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296470 ms
Total Talk Time (AGENT): 115617 ms
Total Talk Time (CUSTOMER): 94218 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/ce267e2d-21dc-46d3-a56f-e17a6a1ce86a_20250109T21:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I am calling to check for benefits and eligibility for a patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with benefits and eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Of course, so that callback number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Of course, let me just find, so she's got a employee ID on here is that kind of the number that you're needing?
[AGENT][NEUTRAL] If it starts with a D, no, that's not our number. Our number starts with a 0 followed by 7 digits.
[CUSTOMER][NEUTRAL] OK, let me see if I can find it here.
[CUSTOMER][NEUTRAL] You said that usually starts with a 0 and has 7 numbers after correct?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a group number for her um.
[CUSTOMER][NEUTRAL] But I
[CUSTOMER][NEUTRAL] I am not seeing any other numbers um I see an employee ID a group number um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Trying to think.
[AGENT][NEUTRAL] What's the group number? Let me try that group number.
[CUSTOMER][NEUTRAL] The group number is 943 7.
[AGENT][NEUTRAL] Just those four digits.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, OK, let me try that. Um, usually a little bit more numbers. Let me see if that pulls anything.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's not pulling anything up. Um, I can do, um, my name is [PII]. What's the spelling of the last name?
[CUSTOMER][NEUTRAL] Let's see, so her last name is [PII] and it's spelled [PII] and then her first name is [PII] um it's spelled [PII] And then if you need her date of birth, I also have her date of birth as well.
[AGENT][NEUTRAL] OK, um, let me just try the name because we don't have a place to put the date of birth until we open it. OK, so.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and what is her date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][POSITIVE] Perfect. OK. Um, and this is for dental or is it for medical?
[CUSTOMER][NEUTRAL] Um, this is for a specialist, so we are a chiropractic office.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. All right. Um.
[AGENT][NEUTRAL] Uh, you said your name is [PII]? Is that correct?
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] OK, I had it written written down, but I'm like, OK, do I understand what that is? I don't apologize.
[CUSTOMER][POSITIVE] No, you're good.
[AGENT][NEUTRAL] OK. Um, well, I pull a policy. No, I did not find any medical policies. Um, the only one that I found was a dental plan. So I don't see any medical for this number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, not a problem. I think that kind of pretty much answers my question for me. Um, I apologize that I didn't have the number originally that I was looking for for medical. I'm, I'm just like looking at her card and I'm like I cannot find a single number starting with 0.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] It's OK. No problem, but we found her with that info with her name and her date of birth, but yeah, she don't have anything that is not a dental, just a dental, OK. Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much I really appreciate it.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Goodbye.