AccountId: 011433970860
ContactId: e30785dd-1026-4ce4-9359-a5fc283669a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310959 ms
Total Talk Time (AGENT): 101469 ms
Total Talk Time (CUSTOMER): 125428 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/e30785dd-1026-4ce4-9359-a5fc283669a8_20250519T13:39_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Beth's Golden Triangle. I need to get an effective date on a patient.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have the spelling of your name and the callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 662
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Well, say your name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Lows, oh, see, that is not what I heard in the beginning of the call. Laws, can I have a a policy number for the member that you're calling to verify that you're looking for?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 866-842
[CUSTOMER][NEUTRAL] 696.
[AGENT][NEUTRAL] This is the call number?
[AGENT][NEUTRAL] That's, that's the policy number? No, a policy number.
[CUSTOMER][NEUTRAL] Oh, the callback number?
[CUSTOMER][NEUTRAL] That's the policy number.
[AGENT][NEUTRAL] That's true, that's a phone number.
[CUSTOMER][NEUTRAL] That's the policy number.
[AGENT][NEUTRAL] You said 866.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 842-696 hm let me see if I can find the card. Let me go look.
[AGENT][NEUTRAL] That's, that sounds like a phone number.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] Do you have their social?
[CUSTOMER][NEUTRAL] Sure, hold on, let me jump back over there.
[CUSTOMER][NEUTRAL] Um, that's so.
[CUSTOMER][NEUTRAL] For the patient.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is this member's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] Spell her last name because I'm not even pulling her up in the system.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Her first name is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And like a whole new name.
[AGENT][NEUTRAL] Um, so I wouldn't find her with the social because she's not the policy holder. Verify her date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you know who's the policy holder?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, we have a date of birth on him [PII]. OK.
[AGENT][NEUTRAL] Give me one moment please, because I haven't found the policy yet. I have to find the name first.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Hard
[CUSTOMER][NEUTRAL] Let's see, this is back in 24.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I found a card.
[AGENT][NEUTRAL] We just
[AGENT][NEUTRAL] So what is the policy number?
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] 051600078
[AGENT][NEUTRAL] That's not our policy number.
[CUSTOMER][NEUTRAL] It's not OK, wow, wow, wow, wow.
[CUSTOMER][NEGATIVE] Yes, this is a bummer today.
[AGENT][NEUTRAL] Um, so, I'm not.
[CUSTOMER][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] Are you sure you, what's the name of the?
[AGENT][NEUTRAL] Insurance company on the card.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see that, let me go back cause this was in May last year. Yes.
[AGENT][NEUTRAL] And you said it was [PII]?
[AGENT][NEUTRAL] [PII]. What city and state did they live in?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Do you know the city and state that they live in?
[CUSTOMER][NEGATIVE] Oh, shrink this.
[CUSTOMER][NEUTRAL] Yeah, I'm getting back to my getting back to my page.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Um, I'm not finding this Chi in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You may want to reach out to them to verify the policy number, and a lot of a lot of providers get us mixed up with Ame America and um some other type of life insurance, but this is American public life.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] OK, well.
[AGENT][NEUTRAL] I do apologize that I wasn't able to assist you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day. Goodbye.