AccountId: 011433970860
ContactId: e4127249-43d6-432b-807b-01963a611877
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183639 ms
Total Talk Time (AGENT): 87462 ms
Total Talk Time (CUSTOMER): 70508 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/e4127249-43d6-432b-807b-01963a611877_20250324T14:05_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I was calling to see if a patient's insurance is still active.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] Thank you [PII]. What's the policy number of the member that you're calling to request eligibility for?
[CUSTOMER][NEUTRAL] Um, her social is [PII].
[AGENT][NEUTRAL] So you're gonna have to repeat that cause I wasn't expecting a social. I was expecting a policy number so I have to change strings. What's the social again?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You're welcome. I guess that's how they told us, um, [PII].
[AGENT][NEUTRAL] And what's the member's name?
[AGENT][NEUTRAL] So repeat that social again.
[CUSTOMER][NEUTRAL] Hold on, let me see if it let me see because this had this how they got her in the chart.
[AGENT][NEUTRAL] Um, I think it's missing a number.
[AGENT][NEUTRAL] Let me, give me her last name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hold on, let me see if they got.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Oh, [PII]
[CUSTOMER][NEUTRAL] On this APL contracting verification thing, it says [PII]
[CUSTOMER][NEUTRAL] I guess they spell the name wrong.
[AGENT][NEUTRAL] Oh, is it a
[CUSTOMER][NEUTRAL] [PII], that's not even her name.
[AGENT][NEUTRAL] Is there um is there like a policy number or something listed on there?
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Yes, it says policy certificate number 613023.
[AGENT][NEUTRAL] That's the policy number.
[CUSTOMER][NEUTRAL] OK, well, I don't know why they put she ain't hurt.
[AGENT][NEUTRAL] Oh, they got oh, her name is [PII]. She named after her dad, her father. What's her date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Yeah, her date of birth, she named after her father cause her mama gave her his whole name, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, you calling to verify, calling to verify eligibility. He policy is, is currently active. It's been active since [PII] and it's currently active. And I apologize, but I forgot your name, trying to find Miss [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I just want to make sure she's still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Camera.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] All right, [PII], is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, ma'am, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks bye.