AccountId: 011433970860
ContactId: f2bd3a12-938d-4952-a5a5-c579f3b15a49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 571500 ms
Total Talk Time (AGENT): 199336 ms
Total Talk Time (CUSTOMER): 167716 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/f2bd3a12-938d-4952-a5a5-c579f3b15a49_20250121T20:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm a nurse. I'm calling from a doctor's office on behalf of the patient, um, just to get some understanding of what's needed with this paperwork that they wanted us to fill out.
[AGENT][NEUTRAL] Oh, OK, um, what is your callback number please [PII] if we're disconnected?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Sure. It's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and what is the policy number please?
[CUSTOMER][NEUTRAL] Um, let me see if you put it down here.
[CUSTOMER][NEUTRAL] I have a social, um,
[CUSTOMER][NEUTRAL] C
[AGENT][NEUTRAL] OK, um, what is the social?
[CUSTOMER][NEUTRAL] Yeah, I don't, they didn't write down, yeah, they didn't write down the policy number on the paperwork for this, um, so the social I have written down is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 01 moment.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's the patient's name again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII] is spelled [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And spell the last name
[CUSTOMER][NEUTRAL] And Reem is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][NEUTRAL] OK, and that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you're calling from a doctor's office. OK.
[AGENT][NEUTRAL] Um, what is the date of birth, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm still searching.
[AGENT][NEUTRAL] Do you know if the if Mr. [PII] is the policy holder or a depend spouse for that.
[CUSTOMER][NEUTRAL] I believe, um.
[CUSTOMER][NEUTRAL] I believe he's the primary.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I did not show him in our system and that social did not come up and um OK do you know the.
[AGENT][NEUTRAL] The maybe group number for the member or?
[AGENT][NEUTRAL] The employer's name for the member.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He said, is this like a supplemental insurance company or?
[AGENT][NEUTRAL] We have different policies, um, different products, so yeah, I'm sorry.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You know, he gave me like just one paper that has, I mean, I know that they work for Southwest Airlines, it's written on the paperwork here.
[AGENT][NEUTRAL] 000, OK.
[CUSTOMER][NEUTRAL] Or maybe I don't know if his wife is the primary then, [PII]
[AGENT][NEUTRAL] [PII], OK, let me just check.
[CUSTOMER][NEUTRAL] She's also listed.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said that his date of birth is [PII].
[CUSTOMER][NEUTRAL] Yes, for [PII], I don't have her date of birth listed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a social for [PII] listed on the paperwork.
[AGENT][POSITIVE] Um, I actually was able to find.
[AGENT][NEUTRAL] A policy. Well, I found the policy for, um, Mr. [PII], um, OK, and you're calling from medical or or?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] Medical. Now the policy that I was able to locate for Mr. [PII], it has termed and it termed as of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it was a a cancer policy.
[CUSTOMER][NEUTRAL] Yeah, so he had actually, so that's why he told us, um.
[CUSTOMER][NEUTRAL] That, so this is considering his procedure that was done in [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, cause he was hospitalized, um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] At that time in December, so it's regarding that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, and you need benefits for the member, is that correct? Um, we can still provide benefits you said it was in December, correct?
[CUSTOMER][NEUTRAL] Yeah, so he had a procedure done by my physician, my gastroenterologist, to diagnose cancer. And this was in December. And so I guess he said that you guys needed paperwork for us to fill something out to have it like looked at or approved.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so we're trying to see what this
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because the paperwork I have, it doesn't look like it's complete or we weren't sure if this is the right paperwork he he needed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, since I was able to locate the policy, let me transfer you to the that particular department. So before that, let me provide you with the policy number, so you'll need that, OK?
[AGENT][NEUTRAL] You know that you have to call back, OK, so let me know when you're ready.
[CUSTOMER][POSITIVE] Oh, OK. Great.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, alright, thank you. The policy number is 2463103.
[CUSTOMER][NEUTRAL] 246-3103
[AGENT][POSITIVE] Yes, yes, and if you would please [PII], hold the line for me, OK, um, bear with me. OK, thank you so much, I appreciate that one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] OK, hi, [PII]. This is [PII]. I have a provider on the line. Her name is [PII]. Um, she has a callback number of [PII].
[AGENT][NEUTRAL] She is calling in regards to policy number.
[AGENT][NEUTRAL] I'm sorry, 246-3103, part two.
[AGENT][NEUTRAL] Mr. [PII]
[AGENT][NEUTRAL] Let me know when you have them pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, she's calling in regards to, um, Mr. [PII] state he had a procedure done in December, so she's calling for benefits, but she said she has paperwork that he says that she needs to fill out. I'm not sure what that what that entails.
[CUSTOMER][NEUTRAL] OK, and this is the only policy. OK, yeah, I'll talk to her.
[AGENT][NEUTRAL] OK, alright, again her name is [PII]. Uh, one moment please, [PII], thank you.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you. I have [PII] on the line. She's going to assist you further, OK, in regards to Mr. [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK thank you have a great day bye bye.