AccountId: 011433970860
ContactId: f02ab2f0-5758-4c47-a00c-6e95ed332a26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302519 ms
Total Talk Time (AGENT): 118084 ms
Total Talk Time (CUSTOMER): 90175 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/f02ab2f0-5758-4c47-a00c-6e95ed332a26_20250602T14:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to see if you can possibly give me a fax back for a patient I have here.
[AGENT][NEUTRAL] Sure I can send you a fax back um what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, uh, can you, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] It is 607.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 989.
[CUSTOMER][NEUTRAL] 958.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, that's gonna be a bit too long to be one of our policy numbers. Um, that might be.
[AGENT][NEUTRAL] Their member ID. Give me just a moment.
[AGENT][NEUTRAL] No, OK, uh, I did not get any results with that. Do you maybe have their social I could search for the in that way?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh, what was the name for the member?
[CUSTOMER][NEUTRAL] Um, the member's name is [PII].
[AGENT][NEUTRAL] OK, um, do you know if she is the uh primary on the account or the policy holder?
[CUSTOMER][NEUTRAL] She is not her her husband is [PII].
[AGENT][NEUTRAL] OK, so I did not get any results with that uh social. Do you have his uh social by chance?
[CUSTOMER][NEUTRAL] Um, I.
[CUSTOMER][NEUTRAL] Don't let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The only other way I can search is uh if you wouldn't mind spelling out uh her first and last name please.
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] VIA and then [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] And then did you have her uh date of birth?
[CUSTOMER][NEUTRAL] I do. It's [PII].
[AGENT][POSITIVE] Awesome, thank you so much for verifying all of that, Kniha. So I did find their policy with us. Did you want me to go ahead and give you that correct policy number?
[CUSTOMER][NEUTRAL] For a year
[CUSTOMER][NEUTRAL] Uh, yes, let me write that down, yes ma'am.
[AGENT][NEUTRAL] OK, that is 01.
[AGENT][NEUTRAL] 58.
[AGENT][NEUTRAL] 09
[AGENT][NEUTRAL] 33.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course, and uh it is uh currently active. It's effective date was [PII].
[AGENT][NEUTRAL] And then uh what was that fax number for you?
[CUSTOMER][NEUTRAL] Um, fax number is gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly that was [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, and then I just have one more question for you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, go ahead.
[CUSTOMER][NEUTRAL] Uh, can you tell me if anything's been used off the annual max?
[AGENT][NEUTRAL] Of course give me just a moment.
[AGENT][NEUTRAL] OK, yes, give, let me see, hold on just a minute.
[AGENT][NEUTRAL] OK, so [PII] has used $391.60 of her benefit.
[AGENT][NEUTRAL] And it has met the $50 deductible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you so much for that information. I'll go ahead and just wait for that fax back.
[AGENT][NEUTRAL] Sure, yeah, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that was it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye bye.