AccountId: 011433970860
ContactId: e253b394-135e-42c7-b329-a0b3be57e48c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321220 ms
Total Talk Time (AGENT): 95208 ms
Total Talk Time (CUSTOMER): 137288 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/e253b394-135e-42c7-b329-a0b3be57e48c_20250218T18:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Terain Care Center to check benefits for a patient of ours. Um, I did call the 90 Degrees department and um they transferred me over here for the medical side of it, but I don't have the ID.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just had the
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] The ID that started with the letter D, so I didn't know if you would be able to pull the patient up with their name and date of birth or.
[AGENT][NEUTRAL] OK, yes, we can try um [PII], what is your um callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what was the name of the facility again you're calling from?
[CUSTOMER][NEUTRAL] Carain Care Center.
[AGENT][NEUTRAL] OK, thank you and then what is the name of the patient and.
[CUSTOMER][NEUTRAL] The patient's name is [PII] and the date of birth is um [PII].
[AGENT][NEUTRAL] OK, and then how do you spell [PII]'s name?
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] Do you have the social security number?
[CUSTOMER][NEUTRAL] No, um, he just gave the card that has a 90 degrees, um.
[CUSTOMER][NEUTRAL] I do now I can uh have one of the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, front office ladies call them, call them back for the social. I just didn't know if I would be able to.
[CUSTOMER][NEUTRAL] Check the benefits without that or?
[AGENT][NEUTRAL] Right, let me, um,
[AGENT][NEUTRAL] Pull him up by his name first.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] See if we can find, see if we can find him.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what state does he live in?
[CUSTOMER][NEUTRAL] Uh, [PII] would be the.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Now,
[AGENT][NEUTRAL] Let's see, [PII] is gonna be [PII], so let me look and see.
[AGENT][NEUTRAL] I have a [PII] and [PII], but they're from [PII].
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you have the street address?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I don't let me, let me check. Maybe I do. I'm sorry, this is just, it's just.
[CUSTOMER][NEUTRAL] Pull up the account.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I mean unless he moved uh the address we have is.
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] OK. Yeah, I'm not finding by the last name [PII] from [PII].
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Let me see if this one has, let me check one more thing makes.
[CUSTOMER][NEUTRAL] I'll just
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] he has the same date of birth though.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So this
[AGENT][NEGATIVE] I hate to give the information and have it not be because of the address, but the birth date's the same spell the same.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Yeah, we need to get a good address or social security number, make sure this is.
[CUSTOMER][NEUTRAL] OK, right, that makes sense, um, I think.
[AGENT][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Call the patient back, but I do have another question. Is this, so this American public health or
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Is that the Lyric?
[CUSTOMER][NEUTRAL] Health benefit or is all of that completely separate?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] It's completely separate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I will call back then um I'll get the information and thank you for trying to help me though.
[AGENT][NEUTRAL] You're welcome. I wish I could have given you more help, but I, uh, like I said, I'd hate to give up the information and have it not be him, you know, somebody that just.
[CUSTOMER][POSITIVE] Oh yeah, absolutely.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Right no I understand completely. have a good day.
[AGENT][POSITIVE] OK, Ms. [PII]. You too. Thanks for calling APL. You have a blessed one. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm you too bye bye.