AccountId: 011433970860
ContactId: daf18a5a-5009-4e22-b196-cc121d6ceda9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213039 ms
Total Talk Time (AGENT): 63974 ms
Total Talk Time (CUSTOMER): 76582 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/daf18a5a-5009-4e22-b196-cc121d6ceda9_20250128T15:15_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm with Bethesda Hospital. I'm trying to verify patients benefits.
[AGENT][NEUTRAL] OK [PII], can I get a good call back number?
[CUSTOMER][NEUTRAL] [PII] and that's my direct line. And can you spell your name for me, please?
[AGENT][NEUTRAL] [PII] and [PII], do you have the insurance policy number?
[CUSTOMER][NEUTRAL] Yes, I have D as in Delta 41200014.
[AGENT][NEUTRAL] OK, [PII], that's not gonna be our policy number. If you look in front of the insurance card, it's gonna say policy certificate number.
[CUSTOMER][NEUTRAL] OK, let me get that real quick.
[CUSTOMER][NEUTRAL] OK, I actually don't see that.
[CUSTOMER][NEUTRAL] Um, let me check into this and I'll call you back.
[AGENT][NEUTRAL] OK, do you.
[AGENT][NEUTRAL] Uh well [PII], do you have their social?
[CUSTOMER][NEUTRAL] Yes, I am. Give me just a moment.
[CUSTOMER][NEGATIVE] No, I don't even have that patient hasn't given us that.
[AGENT][NEUTRAL] OK, um, let's see here, what is her last name?
[CUSTOMER][NEUTRAL] The last name is [PII]
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, what is [PII]'s, um, mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's [PII] is it?
[AGENT][NEUTRAL] OK, what about [PII]'s, um, date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's take a look here.
[AGENT][NEUTRAL] And you said you're calling for benefits correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] I can definitely take a look now would this be for medical?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So I have a policy here, but the only policy they have with us is a dental policy. That's the only policy they have.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] They don't have a medical policy.
[AGENT][NEUTRAL] So I can give you that policy number, but like I said it's dental only there's no medical coverage.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, and what's that, what's that policy number?
[AGENT][NEUTRAL] It's 231-097-7.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] OK, well thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too. Thanks.
[AGENT][NEUTRAL] Alright bye bye.