AccountId: 011433970860
ContactId: ff79ccc9-f29d-4a98-917c-0f7dbb7c6f63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307299 ms
Total Talk Time (AGENT): 71747 ms
Total Talk Time (CUSTOMER): 84687 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/ff79ccc9-f29d-4a98-917c-0f7dbb7c6f63_20250612T15:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I need to see if a patient's um mammogram screening is covered at 100% and if we're in network.
[AGENT][NEUTRAL] OK, I can help you with benefits and eligibility. Um, who am I speaking with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Can I get a good callback number in case we get disconnected, [PII]?
[CUSTOMER][NEUTRAL] Uh-huh, [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] It's D as in David, 43722079.
[AGENT][NEUTRAL] Alright, and is there a member ID or a policy certificate number on there?
[CUSTOMER][NEUTRAL] Um, I don't think so. Let me see if there's even a card scanned in.
[AGENT][NEUTRAL] Because that's not typically what our um policy numbers start with.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm I particular card it has.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] MAU um medical multiplan.
[CUSTOMER][NEUTRAL] And that's pretty much it. I don't see any other numbers beside the group number.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, um, do you have their social security number and I can look it up that way.
[CUSTOMER][NEUTRAL] OK, let's see
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 1
[AGENT][NEUTRAL] I'm sorry, I have [PII] and what was the rest?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So I wasn't able to look it up by social, so how do you spell the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And you said first name was [PII], correct?
[CUSTOMER][NEUTRAL] Mhm. [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] [PII] uh huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not pulling her up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said this was a multi plan?
[CUSTOMER][NEUTRAL] It's got a lot of stuff on the card. There's 90 degree benefits on the card. There is MetLife. It is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] M A U
[CUSTOMER][NEUTRAL] And it looks like.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It can be a multitude of things.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I can call this other number on this card and see if that's the correct number instead of this one.
[AGENT][NEUTRAL] Um, which number is it? Is it ending in 1403?
[CUSTOMER][NEUTRAL] Um, it's [PII]. It says benefits.
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, yeah, that's um who I was going to give you because this is an IMA you'll need to go to 9 IMA for that um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I believe option one, because I think option 2 takes you back to us, and I'm not able to find you or finds them in our system.
[CUSTOMER][NEUTRAL] OK, alright, I will try that number then.
[AGENT][POSITIVE] Great. Thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] OK bye.