AccountId: 011433970860
ContactId: f2a2cfcc-5c56-4ac8-b2d4-8596634007e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364399 ms
Total Talk Time (AGENT): 155721 ms
Total Talk Time (CUSTOMER): 143089 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/f2a2cfcc-5c56-4ac8-b2d4-8596634007e9_20250129T17:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, did you say [PII]?
[AGENT][NEUTRAL] [PII] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] Hi. Hi, [PII]. My name is um [PII], and I am calling from uh Tufts Medical Center regarding uh one of the member, one of the patients with um APL uh and also patient have aigna, Great Was [PII]. So, um,
[CUSTOMER][NEUTRAL] I'm asking if uh APL require office visit uh insurance referral.
[AGENT][NEUTRAL] OK, Ms. [PII], can you give me a policy number and we can help you with that.
[CUSTOMER][NEUTRAL] Uh, it's 02581608.
[AGENT][NEUTRAL] Thank you. Give me just a moment, let me pull that information up.
[AGENT][NEUTRAL] And Mr. [PII], what we'll do is a quick verification.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I may need to place you through benefits for better assistance. Let's make sure I've got the right information pulled up before we do anything.
[AGENT][NEUTRAL] And what's the name of the insured?
[AGENT][NEUTRAL] For the patient
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] I must put it wrote down the wrong number. All right. May I have that number one more time, please, ma'am?
[CUSTOMER][NEUTRAL] 0258
[CUSTOMER][NEUTRAL] 1608.
[AGENT][NEGATIVE] Or maybe I entered the wrong number.
[AGENT][NEUTRAL] OK, and what is that name again?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII] um
[CUSTOMER][NEUTRAL] Um, [PII]
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] ALL.
[AGENT][NEUTRAL] So [PII]. OK, let's, I'm going to search for Ms. [PII] a different way.
[AGENT][NEUTRAL] And do you know the name of her employer?
[CUSTOMER][NEUTRAL] Uh, name of her employer, um.
[AGENT][NEUTRAL] Is it [PII].
[CUSTOMER][NEUTRAL] Uh let me see.
[CUSTOMER][NEUTRAL] Uh check consignment.
[CUSTOMER][NEUTRAL] [PII]. You want me to spell it?
[AGENT][NEUTRAL] OK, that name does not even sound familiar, but give me one moment. It wouldn't be [PII] maybe.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It says in check.
[CUSTOMER][NEUTRAL] Consign
[AGENT][NEUTRAL] But let me search her by her name.
[CUSTOMER][NEUTRAL] How about her date of birth? That help?
[AGENT][NEUTRAL] No, ma'am. No, ma'am.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] We're not, I don't think our system is substitute date of birth.
[AGENT][NEUTRAL] Give me just one moment, please.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And do you know the last four digits of her social?
[CUSTOMER][NEUTRAL] Um, they, uh,
[CUSTOMER][NEGATIVE] Do not provide the social.
[AGENT][NEUTRAL] OK. And what type of benefit
[CUSTOMER][NEUTRAL] Um, yeah, they don't provide that.
[AGENT][NEUTRAL] Alright, what is the uh type of benefits she's applying for or provided you?
[CUSTOMER][NEUTRAL] She's
[CUSTOMER][NEUTRAL] She's coming in for uh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Eye appointment, uh, ophthalmology appointment.
[AGENT][NEUTRAL] Oh, we do not have vision here at APL.
[AGENT][NEUTRAL] So she may actually have her vision with a different company.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK. Because they have these um uh um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, genetic commercial listed, when I scroll down, it gives me American public life and this number here.
[CUSTOMER][NEUTRAL] So I just checking to check.
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] Let me, let me, I found a policy, an active policy, but I don't know that it's her.
[AGENT][NEUTRAL] And it's not a disability.
[CUSTOMER][NEUTRAL] Well, she has a Cigna, she has a Cigna Great West different policy, maybe.
[AGENT][NEUTRAL] So it may be Cigna that it's under the policy. What is Ms. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Ma
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, no, I didn't find her then in our system, um, but no, I'm not, we, we do not have vision here, so you may wanna go back and check with uh Miss Miss [PII] and.
[AGENT][NEUTRAL] Have her check with her benefits department as to who the vision may be through.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'll get it, I'll get in touch with her. Thank you very much, [PII], for your help.
[AGENT][POSITIVE] Yes, ma'am. Is there anything else we can assist you with today?
[CUSTOMER][NEUTRAL] [PII], you do not provide a reference call, right? Do you provide that?
[AGENT][NEUTRAL] OK, I can give you a reference number.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] It would be just put [PII].
[AGENT][NEUTRAL] The letter E.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 01.
[AGENT][NEUTRAL] 292-025.
[CUSTOMER][POSITIVE] OK, today's it. All right. Thank you, [PII]. Have a great day. OK.
[AGENT][NEUTRAL] Right. Yes, ma'am. You as well, Ms. [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] OK. Bye-bye.