AccountId: 011433970860
ContactId: d9d3622c-d2c3-4291-bad8-b063338debc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267600 ms
Total Talk Time (AGENT): 85437 ms
Total Talk Time (CUSTOMER): 77557 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/d9d3622c-d2c3-4291-bad8-b063338debc1_20250421T18:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, hi [PII]. I'm calling to obtain um surgical benefits for a member.
[AGENT][POSITIVE] Right, I'm happy to check on benefits today. Do we have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's um 02260508 ML 8.
[AGENT][POSITIVE] Thank you. And can I grab your first name and a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and the callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Hm, let me, OK.
[AGENT][NEUTRAL] Let me read back this policy number. I copied down 02260508.
[CUSTOMER][NEUTRAL] Uh, no, yes, uh 0508, yes.
[AGENT][NEUTRAL] Doesn't match that member's information. What was their first and last name again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you spell the last name?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK, and then first name?
[CUSTOMER][NEUTRAL] [PII], no, sorry, [PII]
[AGENT][NEUTRAL] OK. Let me try my name.
[AGENT][NEUTRAL] Do you have his card right there in front of you?
[CUSTOMER][NEUTRAL] I don't, I'm trying to see if I we have a copy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK. I just was wondering if it, uh.
[AGENT][NEUTRAL] Is provided or not, let's see.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Nothing's coming up. It doesn't look by name. Do you have a social? I could try by that.
[CUSTOMER][NEUTRAL] His social let me see where they got this from.
[CUSTOMER][NEUTRAL] I wonder if it's been a long time.
[AGENT][NEUTRAL] Yeah, cause this, yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I don't have his social so we couldn't pull it up with the name and the date of birth, no?
[AGENT][NEUTRAL] Nothing was coming up by the name and that policy number um doesn't pull up that, you know, insured's information. It has different information on it, so.
[AGENT][NEUTRAL] I would double check with them again to see if maybe they have a card or something.
[CUSTOMER][NEUTRAL] Yeah let me.
[CUSTOMER][NEUTRAL] It's weird.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let me see if they wrote that they have a secondary.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, I don't, I don't see that information. I just see that it was input here.
[AGENT][NEUTRAL] Mhm. Yeah, I'm sorry. Unfortunately, I don't see anything, so I would just double check with them to see if maybe they have a card or they can give you more information.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK will do thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] OK.