AccountId: 011433970860
ContactId: d4c9ffad-3a31-4e93-8166-4249c7bcca94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195979 ms
Total Talk Time (AGENT): 79820 ms
Total Talk Time (CUSTOMER): 71188 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/d4c9ffad-3a31-4e93-8166-4249c7bcca94_20250121T20:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was wondering um if you could help me out.
[CUSTOMER][NEUTRAL] I have um the patient's name, date of birth. I don't have their policy number though. Can you help me out with that?
[AGENT][NEUTRAL] Um, yes, ma'am. Well, first, I'll need your name and a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure, my name is [PII]. Last initial is [PII]
[CUSTOMER][NEUTRAL] My callback number is [PII] and that's correct.
[AGENT][NEUTRAL] OK. Thank you, [PII], um, and you said you have, do you have the social?
[CUSTOMER][NEUTRAL] I do not. Only one digit.
[AGENT][NEUTRAL] OK. Well, I can look them up by.
[CUSTOMER][NEUTRAL] From the policy number came over and you are their secondary insurance.
[AGENT][NEUTRAL] OK, I can look them up by name and date of birth. What's the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment, I'm waiting on my system.
[CUSTOMER][NEUTRAL] Date of birth is
[CUSTOMER][NEGATIVE] OK. I have one like that too, all week. It's been, uh, every time I press a button, it just doesn't wanna.
[CUSTOMER][POSITIVE] Cooperate with me, it's [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And please verify the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I found her in our system. Let's see.
[CUSTOMER][NEUTRAL] The policy number begin with a 9.
[AGENT][NEUTRAL] Yeah, that's one of the older policies and actually, all of her policies look old. Let's see. The most current policy, let me give you that policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 02263373.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 3373 and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and it expired on [PII].
[AGENT][NEUTRAL] And this is the most recent policy she has on file. I'm not showing any active policies on file.
[CUSTOMER][NEUTRAL] So 10 1 24, right? OK.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] 02263333. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yep, OK, well, that's great because this wouldn't even count because the data service is uh [PII], so I thank you for that.
[AGENT][NEUTRAL] OK, [PII], is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] How about a reference number for the call.
[AGENT][NEUTRAL] You can use my name and today's date for the reference number. Um my name is [PII]. It's spelled [PII] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK. Gotcha. Thank you so much, love. I hope you have a wonderful rest of your day.
[AGENT][NEUTRAL] You do the same. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] OK. Bye now.