AccountId: 011433970860
ContactId: e79559ee-5847-49c6-b252-2a4ab64108e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218580 ms
Total Talk Time (AGENT): 65542 ms
Total Talk Time (CUSTOMER): 108333 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/e79559ee-5847-49c6-b252-2a4ab64108e4_20250530T20:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, yes, good afternoon. My name is [PII] and the first letter of my last name [PII] boy and I'm just calling here, um, to check on patients benefits. Uh, I just wanna make sure if this is a medical limited plan.
[AGENT][NEUTRAL] OK, I can help you with patients benefits. May I please get your call back number Miss [PII], and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] It's a USA in clinics of the car.
[AGENT][NEUTRAL] Thank you. And may I get the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, OK, so I have here.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] So patient gave me two insurance cards. I'm gonna give you the first one, member ID I see A F L M F E A and then 683-739376 [PII].
[AGENT][NEUTRAL] OK, what is the other policy number that is not an APL policy?
[CUSTOMER][NEUTRAL] OK, so I have here 683-739-376.
[AGENT][NEUTRAL] OK. That looks like a long number, but let me try it.
[AGENT][NEUTRAL] Yeah, that's not one of our policy numbers either. Do you have the patient's social?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, we never asked for the social, let me see.
[CUSTOMER][NEUTRAL] A let me see.
[AGENT][NEUTRAL] Can you spell the member's 1st and 2nd name for me?
[CUSTOMER][NEUTRAL] American.
[CUSTOMER][NEUTRAL] It's, it's [PII] [PII]
[AGENT][NEUTRAL] Let me see if I can find him by his name. What's his date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, let's see if we can find them that way.
[CUSTOMER][NEUTRAL] It's in.
[CUSTOMER][NEUTRAL] Uh, 1
[AGENT][NEUTRAL] What state does he live in?
[CUSTOMER][NEUTRAL] Uh, I see it's in [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEGATIVE] I'm not finding a [PII] [PII] in my system.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, well let me see then because.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see, well, let me, let me try another phone number to see if if it's the correct line.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][POSITIVE] Alright, you're very welcome. I hope you find him thank you for calling APL you're welcome bye bye.
[CUSTOMER][NEGATIVE] No thank you.
[CUSTOMER][NEUTRAL] You too, bye.