AccountId: 011433970860
ContactId: e2cabac8-e9a1-4dd6-bd29-97aa5c254b33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208740 ms
Total Talk Time (AGENT): 59590 ms
Total Talk Time (CUSTOMER): 120514 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/e2cabac8-e9a1-4dd6-bd29-97aa5c254b33_20250612T15:43_UTC.wav
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[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII]. We're the provider, patient eligibility and benefits.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you. And your name is again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 02576690
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and patient's name, date of birth?
[CUSTOMER][NEUTRAL] OK, [PII] is her is her first name. Her last name is [PII] [PII].
[AGENT][NEUTRAL] I do not show that patient under this policy. And you said it's 02576690?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] So and then I think it must be the husband then. OK, maybe he maybe he's under the hus she's under the husband.
[CUSTOMER][NEUTRAL] Um, his name is [PII], his name is [PII] and his last name, but she she's the patient. I'm looking at his, his card scanned in. Maybe he's, maybe he's not, maybe she's not on his policy. His name is [PII].
[AGENT][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] No, ma'am. I don't show her. It's been under his policy.
[CUSTOMER][NEUTRAL] And he's like
[CUSTOMER][NEUTRAL] No, no, no, I'm saying for American Pop like he's a, he's the subscriber. Maybe if I give you his name, maybe, maybe if I give you his name you'd be able to see if she if if she's under if he's under her policy.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] No, she is not under his policy. He is a subscriber under this policy number.
[CUSTOMER][NEUTRAL] He's right, so, right, did you find him?
[AGENT][NEUTRAL] And I don't show Ms. [PII] as being, yes, when you gave me the policy number, I see his name. I'm saying I don't show her as being on the policy.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] OK, so then maybe it's just him then.
[CUSTOMER][NEUTRAL] OK, so the, the, if they're not, if he's not on the policy, then if she's not on the policy, then I'll just go ahead and remove it right because it's just him, right?
[AGENT][NEUTRAL] Uh, him and dependence. She is not on the plan though.
[CUSTOMER][NEUTRAL] Oh, him and just his kids, right? [PII] and the other one but not [PII]?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and there's no other, and there's no other plans right with her on it?
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Uh, no, ma'am.
[CUSTOMER][NEUTRAL] OK, so let me go ahead and remove that. Uh, this is the first time I'm seeing this from this. I never usually they're all on the plane together, but no, OK, so let me see here something here, [PII], one second.
[CUSTOMER][NEUTRAL] OK, and you, you're [PII], right? [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, perfect. So I'll just make a note that that we that that we spoke together and that the patient is not on the subscriber's policy.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] All right, thank you for everything. All right, take care.
[AGENT][POSITIVE] You're welcome. Mhm. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye bye.