AccountId: 011433970860
ContactId: e0382be1-763a-4216-9a32-7b5ec1548222
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263320 ms
Total Talk Time (AGENT): 118836 ms
Total Talk Time (CUSTOMER): 89452 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/e0382be1-763a-4216-9a32-7b5ec1548222_20250123T13:24_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII] and I'm calling from Doctor [PII]'s office.
[CUSTOMER][NEUTRAL] And we have a patient, [PII] and I just need to get his subscriber ID number.
[AGENT][NEUTRAL] Um, do you have a social or something for me to look them up?
[CUSTOMER][NEUTRAL] I don't have a social. I got his date of birth.
[AGENT][NEUTRAL] What's his last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the first name is [PII]
[CUSTOMER][NEUTRAL] [PII] yes ma'am.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] [PII], can I have a call back number for you just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and [PII], what city and state does he live in because there's several [PII] in the system.
[CUSTOMER][NEUTRAL] He lives in [PII].
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I got him having a PO box in [PII].
[AGENT][NEUTRAL] His name is.
[AGENT][NEUTRAL] Give me one moment, I'm trying to find them in the system.
[AGENT][NEUTRAL] [PII] is a popular name.
[CUSTOMER][NEUTRAL] Uh huh, [PII]
[AGENT][NEUTRAL] Mm you said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] I I wanna to be lived in [PII].
[AGENT][NEUTRAL] Click on his name. What is his date of birth?
[CUSTOMER][NEUTRAL] I've got his data
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] You're probably gonna have to reach out to [PII] to get his social.
[CUSTOMER][NEUTRAL] OK, so y'all can't figure it out and would that be his subscriber ID number? Would would it be his social?
[AGENT][NEUTRAL] No, cause we don't.
[AGENT][NEUTRAL] No, it won't be it won't be his policy number. However, to help me eliminate the hundreds of [PII] that I do have in the system because we can't when we're searching by name, we can't see anything but the name city and state. We can't see a date of birth. I have to literally click on a name to see if that date of birth matches.
[CUSTOMER][NEUTRAL] OK, so, but what I'm saying, would his social be his subscriber ID number or does it?
[AGENT][NEUTRAL] No, it's not gonna be his subscriber ID number. It's just gonna help me look him up in the system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But his subscriber ID is completely different.
[CUSTOMER][NEUTRAL] Well now I called the other day and got his eligibility and stuff just off of this.
[AGENT][NEUTRAL] So did somebody give you a policy number when you call? Did they give you the correct policy number?
[CUSTOMER][NEUTRAL] Now I have a I have a policy number on here.
[AGENT][NEUTRAL] So what is the policy number?
[CUSTOMER][NEUTRAL] It's 025.
[CUSTOMER][NEUTRAL] 84522
[AGENT][NEUTRAL] That is his policy number.
[AGENT][NEUTRAL] What? OK, so give me his date of birth one more time.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] So his policy number, his policy number, certain number, subscriber number, that's all the same. It's 2584522.
[CUSTOMER][NEUTRAL] OK, so that goes in as a subscriber that's what I needed to get put in um for my OK OK so his.
[AGENT][NEUTRAL] Yes, ma'am, that goes in for the policy sir and subscriber number.
[CUSTOMER][NEUTRAL] OK, well that's what I need to know then.
[AGENT][POSITIVE] Alrighty, and I apologize. Can I have your name one more time after searching for all those brand is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's the correct policy number. Would you like to know his benefits or someone already gave you everything?
[CUSTOMER][NEUTRAL] I've already got that. I was just actually putting all of this into the computer today and I was just needing his subscriber ID.
[AGENT][NEUTRAL] Alrighty, well, is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thanks, goodbye.