AccountId: 011433970860
ContactId: f0157b8e-7cdf-4813-aded-31b7a85ae8dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245199 ms
Total Talk Time (AGENT): 97696 ms
Total Talk Time (CUSTOMER): 155486 ms
Interruptions: 6
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/f0157b8e-7cdf-4813-aded-31b7a85ae8dd_20250113T18:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][POSITIVE] Yes, this is [PII] from One Cross Medical Clinic, and I'm calling to verify that um this patient's insurance is still active and good.
[AGENT][NEUTRAL] OK, yeah, I can check to see if it's still active. Um, sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] I've got you checked in.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, and can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, I have a, a subscription number.
[AGENT][NEUTRAL] Oh, OK, we could try that.
[CUSTOMER][NEUTRAL] Or a sub number do what?
[AGENT][NEUTRAL] We could try that.
[CUSTOMER][NEUTRAL] OK, it's 80Y0204108.
[AGENT][NEUTRAL] OK, so that's not gonna be anything that I can search definitely not one of our policy numbers. um, do you maybe have their social I could search for them that way?
[CUSTOMER][NEUTRAL] No, it's a subscriber number, yeah, I have a social it's [PII].
[CUSTOMER][NEUTRAL] Like I'm just checking eligibility.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] We're
[AGENT][NEUTRAL] I'm not, I'm not able to uh search with a subscriber number though. Give me just a moment.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Miss, do you have new insurance cards? Can I see those?
[CUSTOMER][POSITIVE] I like your purse. That is cute, um, [PII].
[AGENT][NEUTRAL] What was the name for the insured?
[AGENT][NEUTRAL] Oh, I did not get that with the social. [PII], um, could you spell the last name for me?
[CUSTOMER][NEUTRAL] They went to back
[CUSTOMER][NEUTRAL] 2 to 4 weeks
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me try just searching using the name because that didn't come up with the social.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] on that number did you get [PII]? OK, that's odd.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] So she said 22 to 4 weeks. So where do you want to sit at? You wanna come back in 2 weeks?
[AGENT][NEUTRAL] OK, I do not have anyone named uh [PII] in our system.
[CUSTOMER][NEUTRAL] It was
[CUSTOMER][NEUTRAL] OK, could this be a husband's policy maybe?
[AGENT][NEUTRAL] Um, what's the husband's name?
[CUSTOMER][NEUTRAL] Um, hold on just a moment.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Don't take this the wrong way, but do take it as a compliment. [PII]. Oh thank you. He did a good job.
[AGENT][NEUTRAL] [PII]? OK, let's see.
[AGENT][NEUTRAL] That's [PII]
[CUSTOMER][NEUTRAL] How are you too early.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] you come back on a Wednesday? OK.
[CUSTOMER][NEUTRAL] weather, weather permitting for driving, not for me.
[AGENT][NEUTRAL] OK, no, I don't have anyone by that name in our system either.
[CUSTOMER][NEUTRAL] I'm hearing we're having another snowstorm.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Hold on just a minute. I'm gonna have you verify that social with me one more time.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, I've got [PII].
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah, and it's, it's not [PII].
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] What do you what happens when this happens? Like I'm on the phone with them? Well, they have her social, but it's a total different person.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] No, no, um, I, I just didn't get a result with that social. It usually brings me to somebody who's got going that's kind of closer, um, but that's why I tried searching the name because, you know, accidents happen sometimes we could have it incorrect in our system, um, but we have nobody by the name of [PII] or [PII], uh, that are in our system.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, thank you. You're fine bye bye.
[AGENT][POSITIVE] All right, sorry. I wish it was more I could do to help. Thank you. Bye-bye.