AccountId: 011433970860
ContactId: fba80bdc-cfbb-4d1e-996f-02c3fd1a3d7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224990 ms
Total Talk Time (AGENT): 76896 ms
Total Talk Time (CUSTOMER): 135660 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/fba80bdc-cfbb-4d1e-996f-02c3fd1a3d7d_20250430T13:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII] and I'm calling from Pathology Laboratory Associates and I was checking to see if a patient has coverage with you all.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Absolutely, um, my direct line is gonna be [PII].
[CUSTOMER][NEUTRAL] And the policy number I have is 68.
[CUSTOMER][NEUTRAL] It looks like this 12344 3s.
[CUSTOMER][NEUTRAL] And then 482.
[AGENT][NEUTRAL] And that's their APL policy number, is that their social?
[CUSTOMER][NEUTRAL] Um, you know, let me look because it came over as generic and this particular, um, one, it doesn't give me, honestly it doesn't really give me a lot of information on it um I don't have a social on her but let me see if.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me try because that's enough numbers for the social, that that could be the social or they could be business workers of America and that's there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Member ID number. What's the member's first and last name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII] And then did you need their date of birth?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yes, you can give it to me.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Typically when I see these these come up as you all because they come up as national elevator and I noticed a lot of times they get transposed but the information comes through as commercial generic so they're not really giving us a name so I just thought I would call yeah right right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Too much information. Right.
[CUSTOMER][NEGATIVE] So and then they don't even have like a billing address for the insurance for me to maybe like Google search that address or.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So sometimes it's just kind of hitting this or I have to contact the client.
[AGENT][NEUTRAL] Is [PII], that's the first name or is it like [PII] or that's the first name?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, it's [PII], yeah, and then the middle initial is um [PII].
[AGENT][NEUTRAL] I, um, the reason I'm asking is because I don't see a policy with that name.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Um, when I put the numbers in as a social, nothing came up.
[CUSTOMER][NEUTRAL] OK, that's OK.
[AGENT][NEUTRAL] Um, do you have a copy of the, oh no, you said it was only a limit, limited information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, yeah, they just submitted on a, a form, um, and it's showing that this is her secondary, so I was trying to see, you know what, I wonder if I can go on there. Well, not all insurance as well.
[CUSTOMER][NEUTRAL] OK, well if you're not finding her then that's OK. I can contact um either the patient or the client to see if they can provide me with the correct insurance name, so.
[AGENT][NEUTRAL] All right, [PII], was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, not at this time. Um, are you able to give me a reference number for today or no, because you weren't able to find her?
[AGENT][NEUTRAL] Oh, no, no. Well, there's no call reference number, but you can use my name um and today's date. So again, my name is [PII], the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Alright thank you so much and I appreciate your help.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.