AccountId: 011433970860
ContactId: e463bfcf-e827-4113-abdc-5ea953ca4a90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297640 ms
Total Talk Time (AGENT): 126566 ms
Total Talk Time (CUSTOMER): 113538 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/e463bfcf-e827-4113-abdc-5ea953ca4a90_20250106T17:03_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII] with whom am I speaking and how may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] with Multicare Health, and I'm calling to verify if a member has added their spouse to this health plan.
[AGENT][NEUTRAL] OK, what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] I have uh D like Delta 46802109.
[AGENT][NEUTRAL] OK, thank you for that information. Now, unfortunately I'm not able to locate a policy by that number. Let me get a good call back number for you first in case we get disconnected.
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][NEUTRAL] OK, thank you for that information. And do you happen to have uh the uh primary insured social security number?
[CUSTOMER][NEUTRAL] Um, I'm not certain. Let me take a look.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We do not have that information on file, no.
[AGENT][NEUTRAL] OK. Well, how about spell the individual uh last name that you're checking to see if they're on the policy. What's that last name?
[CUSTOMER][NEUTRAL] Yes, uh last name is [PII] and it's spelled [PII]
[AGENT][NEUTRAL] OK. First name?
[CUSTOMER][NEUTRAL] Uh, [PII], it's spelled [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, that did not come up. What is the primary insured's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me check for that. And what address do you have for that individual that the uh independent?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And [PII], is that spelled just like the [PII] on the end?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, let's check and see if I can find something for him.
[AGENT][NEUTRAL] And you're calling to check for medical benefits. Is that correct?
[CUSTOMER][NEUTRAL] Yes, last time we called.
[CUSTOMER][NEUTRAL] It, uh, we were informed that the member uh that the patient was not added on this plan just the.
[CUSTOMER][NEUTRAL] Employee
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Verify that employee's uh date of birth for me please.
[CUSTOMER][NEUTRAL] Um, that information is not in our system, but I did I did find a policy number.
[AGENT][NEUTRAL] Not
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because I'm looking at the card and.
[AGENT][NEUTRAL] OK, what
[AGENT][NEUTRAL] What policy number do you show?
[CUSTOMER][NEUTRAL] It says
[CUSTOMER][NEUTRAL] 025650007
[AGENT][NEUTRAL] And repeat that address for me again, please.
[CUSTOMER][NEUTRAL] Uh, we have.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so the, the certain number that you gave I'm not sure, um, let me go to another screen and see if I could check and see what that is. I think I have located the individual, but I just wanna check the information you gave me as well. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What was that certain number again?
[CUSTOMER][NEUTRAL] Um, sorry, hold on, I'll go back to it.
[AGENT][NEUTRAL] 256. That's OK.
[CUSTOMER][NEUTRAL] I know it started with a 0.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So 025650007.
[AGENT][NEUTRAL] Yes, that's what I found. That is the policy number that I found. That is the policy number. So if you're calling in, that's the number you want to give when we ask for the policy number and thank you for providing that information, and now I can assist you with the answer to your question. I'm still showing this policy is an individual policy. It is not a policy that covers anybody but the individual.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it. OK. I just wanted to make sure. Thank you so much, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Anything else I can help you with today? You're welcome, miss.
[CUSTOMER][NEUTRAL] Uh, do you issue a call reference number?
[AGENT][NEUTRAL] Yes, it's gonna be my name, Miss [PII], and that's gonna be [PII], last initial [PII] and today's date with that that'll be your reference for the call.
[CUSTOMER][POSITIVE] Awesome thank you again.
[AGENT][POSITIVE] Thank you for calling APO. You have a great day. Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.