AccountId: 011433970860
ContactId: ff9d564a-7fd7-4bd9-b3b4-a6ca696a816e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350980 ms
Total Talk Time (AGENT): 106232 ms
Total Talk Time (CUSTOMER): 160448 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/ff9d564a-7fd7-4bd9-b3b4-a6ca696a816e_20250618T16:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh hey, hi [PII]. My name is [PII]. Last name initial [PII]. What's your last name first initial?
[AGENT][NEUTRAL] My name is [PII], the first initial and my last name is [PII]. Could you provide me with the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Uh, yeah, just, the callback number is [PII]. And my name is [PII].
[AGENT][POSITIVE] Thank you [PII].
[CUSTOMER][NEUTRAL] Last name [PII].
[AGENT][POSITIVE] How can I assist you today?
[CUSTOMER][NEUTRAL] Hm.
[AGENT][POSITIVE] How can I assist you today?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah. Sorry, your voice was breaking, so I didn't properly. So I just need to help regarding the verification of benefits for the MRI services.
[AGENT][NEUTRAL] Can I have the policy number of the member that you're calling to verify benefits for?
[CUSTOMER][NEUTRAL] Yeah, that is 173.
[CUSTOMER][NEUTRAL] 1964, M as in Mike, L as in Lima, 7.
[AGENT][NEUTRAL] Thank you, [PII]. Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII], [PII].
[AGENT][NEUTRAL] This policy has been active since [PII] and is currently active.
[AGENT][NEUTRAL] And you said you were calling to verify outpatient benefits?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Uh, benefits for outpatient office specialist.
[AGENT][NEUTRAL] The member's policy does not cover office visits. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Yeah, regarding the benefits of like deductibles and out of pocket.
[AGENT][NEUTRAL] The policy does not cover office unfortunately. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] So for office special there is no benefit right I just wanna confirm I'll just update you as I say.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK. Will you just share me the plan type?
[AGENT][NEUTRAL] This is a gap insurance to the primary, but it does not cover office visits. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Just a second, let me update you, OK?
[CUSTOMER][NEUTRAL] OK. I just said, I will update you. Actually, if you don't mind, I just have another member. Will you just assist me for that as well?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Sure, give me one moment.
[CUSTOMER][NEUTRAL] OK, just let me know when you get ready.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] What is the policy number of the next member that you're calling to verify benefits for?
[CUSTOMER][NEGATIVE] Yeah, it's just 60801. That's it. That's why I'm just suspicious regarding it.
[AGENT][NEUTRAL] That's not a policy number. That is the payer ID to submit electronic claims.
[CUSTOMER][NEUTRAL] So, I just, I can see uh it is mentioned as the member ID is 60801. Uh, can you try to pull the number the patient's name and date of birth?
[AGENT][NEUTRAL] That's not the policy number.
[AGENT][NEUTRAL] Do you have the member's social?
[CUSTOMER][NEUTRAL] No, I don't have it.
[AGENT][NEUTRAL] Spell the member's last name if you have it.
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. I will just spell it to you for. It's [PII].
[AGENT][NEUTRAL] OK, so I'm not understanding you clear. Could you spell that last name again and be a little more clear for me if you don't mind cause I didn't understand what you were saying. I do apologize.
[CUSTOMER][POSITIVE] Uh, yeah, yeah, yeah, I don't mind. I will just clear it again. No worries.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it's [PII]. It's spelled as [PII].
[CUSTOMER][NEUTRAL] [PII], you can say, [PII].
[AGENT][NEUTRAL] Last, first name?
[CUSTOMER][NEUTRAL] First name is
[CUSTOMER][NEUTRAL] [PII], that is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] What was the beginning, the first letter of the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Cause I'm not sure if you said [PII], then [PII], so [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Again, [PII].
[AGENT][NEUTRAL] I'm not pulling that number up in the system.
[CUSTOMER][NEUTRAL] OK, no worries, we are unable to pull the number.
[CUSTOMER][NEUTRAL] OK, I'll update you sir. What's gonna be the caller number for today?
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[AGENT][NEUTRAL] We don't provide reference numbers, however, you can feel free to use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] No, that's it.
[CUSTOMER][POSITIVE] OK, sure. I'll just do that. Thank you so much, [PII]. Have a great day. Bye.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well, [PII]. Goodbye.