AccountId: 011433970860
ContactId: d7d2b591-96db-4513-85a7-7c1e935f8895
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 402559 ms
Total Talk Time (AGENT): 76092 ms
Total Talk Time (CUSTOMER): 108591 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/d7d2b591-96db-4513-85a7-7c1e935f8895_20250610T18:09_UTC.wav
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[AGENT][NEUTRAL] This is [PII] with APL. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. Uh, this is [PII]. I'm calling from my provider's office. I'm just trying to check patients benefits, please.
[AGENT][POSITIVE] OK, I can help you with benefits. [PII]. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII], no extension.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] I have, let's see, D as in diamond, uh.
[CUSTOMER][NEUTRAL] Number is 459-07148.
[AGENT][NEUTRAL] And do you have the policy card with you? Are you able to see if there's a policy certificate number?
[CUSTOMER][NEUTRAL] No, I do not have it. I do not have it. Um, the patient, he said that he has IMA, uh, he's using the PHCS multiplan. I've been trying to locate this member using the 90 degrees, um, portal as well, but it's not coming up.
[AGENT][NEUTRAL] Mhm and it's not coming up? OK, um, let me see if I can find him real quick, um.
[AGENT][NEUTRAL] Do you have his social?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, no, we do not. Only first name, last name, date of birth, yeah, address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, can you spell his last name for me?
[CUSTOMER][NEUTRAL] It is [PII]
[CUSTOMER][NEUTRAL] First name [PII].
[AGENT][NEUTRAL] OK, give me just one moment, let me see if I can pull them up.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Give me just one moment, I'm searching for him.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] In what state are you calling out of?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] I just want to make sure that I got the right one.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can you verify his date of birth for me, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I pulled up the wrong one, so just give me a moment.
[AGENT][NEUTRAL] And is it spelled [PII] or is there a [PII]?
[CUSTOMER][POSITIVE] Yes, you got it. It's [PII] [PII]
[AGENT][NEUTRAL] OK, let me look here.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sorry, there's a lot of them, so give me just a moment.
[CUSTOMER][POSITIVE] No problem. Thank you.
[AGENT][NEUTRAL] And do you know if he's the policy holder?
[CUSTOMER][NEUTRAL] He might be a dependent, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And do you happen to have the policy holder's name in case I can't find him?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm I do not, but that's OK. Thank you so much. What I can do is that I, um, yeah, he needs to send um a copy of the ID card.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yeah, if, if we have the ID card with the, with the policy number um and the the subscriber name, we should be able to, I'm sorry, the policyholder name, and we should be able to look for it. The only one that I was able to find was not the same one.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, that's fine. His appointment, it's on [PII], so he should be um.
[CUSTOMER][POSITIVE] We already called him and we left a voicemail regarding this so I appreciate your time though thank you so much for looking up thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Right, thank you for your patience. Thank you for calling ATL. bye.
[CUSTOMER][POSITIVE] Have a good