AccountId: 011433970860
ContactId: e8c3c85d-45e0-4e49-ab92-21bc09835e23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272000 ms
Total Talk Time (AGENT): 71385 ms
Total Talk Time (CUSTOMER): 81958 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/e8c3c85d-45e0-4e49-ab92-21bc09835e23_20250408T17:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I need to check patients eligibility and benefits for our patients.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And how do you spell your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And how did you pronounce it?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is um 025766890.
[AGENT][NEUTRAL] OK, give it to me one more time. I think I got too many numbers.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 90
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Um, it is [PII] and it's 5-9-1978.
[AGENT][NEUTRAL] OK, that policy number didn't pull up that name. Give me the policy number one more time.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 02576690.
[AGENT][NEUTRAL] 2,576,690. I do not see that name. Do you know whose name the policy is in?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Who's the patient?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK. Can you spell the first name and last name for me and I can try to look it up by the name.
[CUSTOMER][NEUTRAL] Uh, [PII], I mean, sorry, [PII]
[CUSTOMER][NEUTRAL] And then it's um [PII].
[CUSTOMER][NEUTRAL] And then [PII]
[AGENT][NEUTRAL] You don't have the social security number, do you?
[CUSTOMER][NEUTRAL] No. Mhm.
[CUSTOMER][NEUTRAL] No, I said.
[AGENT][NEUTRAL] And you don't know the insured's name for the policy. Is this a dependent or how old is this person?
[CUSTOMER][NEUTRAL] Um, they are [PII] old.
[AGENT][NEUTRAL] So it should be in their name.
[CUSTOMER][NEUTRAL] It's for the gap policy.
[AGENT][NEUTRAL] I'm not seeing.
[AGENT][NEUTRAL] This name in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me call her back then to see.
[CUSTOMER][NEUTRAL] What's going on?
[AGENT][NEUTRAL] Yes, ma'am. I didn't see it under the policy number you gave me. It's under, that's a different, a whole different person.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me give her a call then.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, that's it. I'll call back.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Mhm bye.
[AGENT][NEUTRAL] Hm, bye-bye.