AccountId: 011433970860
ContactId: d1b1e07d-c8ec-459c-bf56-2a8ceda67458
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286730 ms
Total Talk Time (AGENT): 70904 ms
Total Talk Time (CUSTOMER): 154587 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/d1b1e07d-c8ec-459c-bf56-2a8ceda67458_20241230T15:04_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm just wanting to confirm eligibility for a patient please.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and today and your callback number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah my name is [PII] and my callback number is [PII].
[AGENT][POSITIVE] Thank you, [PII]. Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and it is a direct confidential line.
[AGENT][POSITIVE] Thank you [PII]. How are you doing this morning?
[CUSTOMER][POSITIVE] Pretty darn good how about yourself?
[AGENT][NEUTRAL] I'm here.
[AGENT][NEUTRAL] Thanks for asking. Can I have the policy number of the member that you're inquiring benefits for?
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Yeah, the policy number is, oh, let me see here I thought I was already, it's D as in dog 468-02109. I show this belongs to [PII]. Date of birth [PII].
[AGENT][NEUTRAL] So I'm not pulling up a policy with the patient's policy number that you provided. Do you have her social?
[CUSTOMER][NEUTRAL] Um, let's see if they have a social here.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Let's see in our demographics I do [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The name on the card actually says [PII] which.
[CUSTOMER][NEUTRAL] Is the spouse, so I don't know if they each get individual cards.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] A week's [PII] correct.
[CUSTOMER][NEUTRAL] And it's showing that [PII] is the employee.
[AGENT][NEUTRAL] What city and state do they live in?
[CUSTOMER][NEUTRAL] A [PII].
[CUSTOMER][NEGATIVE] Oh, I lied. This one is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So I have [PII] pulled up.
[AGENT][NEUTRAL] But I'm not showing his spouse.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Yeah, I'm not either. I think it's not a spouse but a fiancee, and maybe they just submitted this.
[AGENT][NEUTRAL] What is her, uh, hold on, I'm gonna get the spelling of her name, but give me a moment.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her name is definitely spelled differently.
[AGENT][NEUTRAL] OK, what's her last night? Is it [PII]?
[CUSTOMER][NEUTRAL] It it it it's no, her last name is [PII] it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So is this a hyphen name or you gave me her first name?
[CUSTOMER][NEUTRAL] No, that's her first name [PII] last name [PII].
[CUSTOMER][NEUTRAL] See, and, and I questioned this right away because normally they would have something on here, you know, indicating that it was a a spouse.
[AGENT][NEGATIVE] So I'm not finding her in the system.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I do apologize.
[CUSTOMER][NEUTRAL] But you do have him, no, that's OK. You do have him under that ID and it's under that ID the D46802109.
[AGENT][NEUTRAL] Mhm. I do have him.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, it's not, there's not a policy number here.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh just a minute, so there's a.
[AGENT][NEUTRAL] No, that's not a policy number. What's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Um, let me look at this. Here's the policy number 02.
[CUSTOMER][NEUTRAL] 5650007
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, I don't know because [PII] is not the patient. Let me see if we, yeah.
[AGENT][NEUTRAL] Patient.
[AGENT][NEUTRAL] Alright, so that is the correct policy number. however, that member that you're calling about is not listed on the, she's not listed, give me one moment.
[CUSTOMER][POSITIVE] OK, OK, perfect.
[CUSTOMER][POSITIVE] No, that's, that's quite all right.
[CUSTOMER][NEUTRAL] Let's see if I can find him in here.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Looks like I do have a date of birth for [PII], but he's not our one in question, so.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that's it. I really appreciate your time you have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a great day as well.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Mm bye bye.