AccountId: 011433970860
ContactId: f9284410-664b-400a-826a-432a4f9eb5ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261910 ms
Total Talk Time (AGENT): 108227 ms
Total Talk Time (CUSTOMER): 133872 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/f9284410-664b-400a-826a-432a4f9eb5ea_20250109T20:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm good. I'm glad you're having a good day.
[CUSTOMER][NEUTRAL] Uh, I try, I try.
[AGENT][NEUTRAL] Same here.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So the reason why I'm calling, I'm sorry about it, but the reason I'm calling, I'm calling on behalf of a patient, uh uh just because is this [PII] E H A?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, this is APL.
[CUSTOMER][NEUTRAL] APL, uh, do you, is that where you have the phone number of them or no?
[AGENT][NEUTRAL] A DEHA.
[CUSTOMER][NEUTRAL] G as in girl.
[AGENT][NEUTRAL] GEH. What does that stand for?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, that is this insurance company.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEGATIVE] Because every time I call this number it gives it it sends me to you guys because this is not the first time this has happened.
[AGENT][NEUTRAL] Now there is another company that works hand in hand with us called IMA and it's with 90 degree benefits.
[CUSTOMER][NEUTRAL] This is where.
[CUSTOMER][NEUTRAL] Mhm OK.
[AGENT][NEUTRAL] Does that sound familiar?
[CUSTOMER][NEUTRAL] Kinda, yeah.
[AGENT][NEUTRAL] OK, let's see if we have the patient on file first because if if it is we would have the patient on file also what is your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK, Miss [PII], what's your call back number in case the call is dropped and I'll be able to call you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then uh what is the patient's name?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[CUSTOMER][NEUTRAL] And uh that's the last name and the first name is [PII].
[AGENT][NEUTRAL] Is what is the first name again?
[CUSTOMER][NEUTRAL] Uh, the, the first name is [PII]. Last name is [PII].
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] [PII]. OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and do you have [PII]'s policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Policy number is 23491916.
[CUSTOMER][NEUTRAL] And then it has the GEHA on that along with it.
[AGENT][NEUTRAL] Let me see if I could pull it with just those numbers and see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Nope, not pulling in. Let me see if I can find her by her name.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because it always because I the back of the car it has this number so I'm like OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII]. Does she have
[AGENT][NEUTRAL] You have her social security number?
[CUSTOMER][NEUTRAL] No, I don't have it on file, no sorry.
[AGENT][NEUTRAL] Oh, darn. OK. Um.
[CUSTOMER][NEUTRAL] Let me see, I, uh, because I don't know, they need to upgrade their phone line, their phone number because that's the one that's this phone number is the one that's provided at the back of the card.
[CUSTOMER][NEGATIVE] So I don't know why you know they don't have the real number on file on the back of the cards because it's so weird.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know, so. OK.
[AGENT][NEUTRAL] Now, I can transfer you to IMA to see if they have her, but I'm not showing her on file. I looked up her last name, [PII] and first name [PII]
[CUSTOMER][POSITIVE] Alright thank you
[CUSTOMER][NEUTRAL] anything
[CUSTOMER][NEUTRAL] Um-hum.
[CUSTOMER][NEUTRAL] No, uh, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But that's fine. Uh, I can go to the website and find their phone number.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Yeah, alright, well sorry about that.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] No, it's OK. I don't mind helping you at all. I know what it's like when you're trying to find somebody. I mean, you, you deal with patients too, so I'm always here. We're always here to help each other.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][POSITIVE] OK, no, thank you so much. Thank you for your help.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] You're welcome, Ms. [PII]. You have a blessed day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You, you too.
[AGENT][NEUTRAL] All right, bye-bye.
[CUSTOMER][NEUTRAL] OK bye bye.