AccountId: 011433970860
ContactId: f8ebb043-5f27-469c-97a2-8c1c1cfffb89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327869 ms
Total Talk Time (AGENT): 82908 ms
Total Talk Time (CUSTOMER): 145077 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/f8ebb043-5f27-469c-97a2-8c1c1cfffb89_20250306T17:26_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII]. I'm calling from Bethesda Hospital. I just wanted to confirm, um, if a patient is currently active with you guys and if so, uh, what their effective date was.
[AGENT][NEUTRAL] OK, yes, sir. I can verify that eligibility for you. And Mr. [PII], what's that policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number is 607.
[CUSTOMER][NEUTRAL] 153.
[CUSTOMER][NEUTRAL] 221 7.
[AGENT][NEUTRAL] Um, it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yes, I do. The patient's name is [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then his date of birth is [PII].
[AGENT][NEUTRAL] OK. And what state is he from?
[CUSTOMER][NEUTRAL] Um, the state he is from, I'm not sure, uh, but the state of the state where he's coming for is in [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] I don't show him in our system.
[AGENT][NEUTRAL] I want to say someone called previously, uh yesterday, but I'm not showing the patient in the system. Do you have the name of the employer or group?
[CUSTOMER][NEUTRAL] Uh, let me see actually.
[AGENT][NEUTRAL] Or do you have a copy of the card?
[CUSTOMER][NEUTRAL] Uh, let me double check we have one on file. Give me a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I don't see a copy of the card. I'm double checking to see if.
[CUSTOMER][NEUTRAL] We have a copy of his group number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I don't see anything for that either.
[CUSTOMER][NEUTRAL] Yeah, the only thing I see here is just American Pub life, um.
[CUSTOMER][NEUTRAL] And then that the policy number, that's all I have for him.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Do you see anything or policy number start with like a 01 or 02?
[CUSTOMER][NEUTRAL] The only the only policy number I see is just the 0 6071. I don't have anything else for him um.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Is American Pub but normally a Medicare supplement?
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] No, it's its own separate thing.
[AGENT][NEUTRAL] It's just a limited medical insurance company, um.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Alrighty, so there's a possibility that he.
[AGENT][NEUTRAL] Trying to think of.
[AGENT][NEUTRAL] Try to think of any other way, um.
[CUSTOMER][NEUTRAL] Either he might not be active.
[AGENT][NEUTRAL] And you don't have the group name?
[CUSTOMER][NEUTRAL] No, I don't have a group name or a group number. Um, whoever scheduled him did not whoever scheduled him did not really put anything in here. Uh, all I, all I have is just that policy number.
[AGENT][POSITIVE] Oh bless it
[AGENT][NEUTRAL] OK. And you don't have a social, probably?
[CUSTOMER][NEUTRAL] Um, I'm not sure.
[CUSTOMER][NEUTRAL] Uh, let me see, actually, uh, no, I don't have a social actually give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do have his Medicare information here so I might be able to.
[CUSTOMER][NEUTRAL] Might be able to see his social on our Medicare stuff.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me just confirm.
[CUSTOMER][NEUTRAL] There's a possibility that the whoever scheduled him just put the wrong insurance in here and it's for something else.
[CUSTOMER][NEUTRAL] And he's not popping up in your system at all?
[AGENT][NEUTRAL] Uh, no, sir. I've looked on her name. I know that that number is not a policy number of ours, but it looks under his name and I couldn't locate him.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's why I was wondering if you had a group number or group name, I can usually kind of locate it insured that way.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK, let me see if.
[CUSTOMER][NEUTRAL] I can see a social here.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah, no, I don't see one here either.
[CUSTOMER][NEUTRAL] OK, I might have to call him just to verify if we have the correct insurance on file.
[AGENT][NEUTRAL] OK. Well, I'm so sorry. I wasn't able to help.
[CUSTOMER][POSITIVE] No worries, thank you so much I appreciate your help though.
[AGENT][POSITIVE] Alright, you're welcome, [PII], and thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Oh, of course, thank you. Take care bye bye.
[AGENT][NEUTRAL] Bye.