AccountId: 011433970860
ContactId: ffccb473-9967-468f-96f9-e56ebf7b29d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282799 ms
Total Talk Time (AGENT): 82418 ms
Total Talk Time (CUSTOMER): 64675 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/ffccb473-9967-468f-96f9-e56ebf7b29d8_20250328T18:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII] with Mosaic Life Care. Um, I was calling to verify a patient's, um, insurance with you guys to see if it's eligible or not.
[AGENT][NEUTRAL] OK, [PII]. I'm happy to check on eligibility. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It is there's a lot um there's 50s then um.
[CUSTOMER][NEUTRAL] 773 8.
[CUSTOMER][NEUTRAL] 441.
[AGENT][NEUTRAL] OK, let's try that. One moment.
[AGENT][NEUTRAL] That doesn't come up, [PII] as a policy number. Do you have their name or social?
[CUSTOMER][NEUTRAL] Um, their name is [PII].
[CUSTOMER][NEUTRAL] And their social, it just shows me the end of it, the last 4.
[AGENT][NEUTRAL] OK, so is [PII] the first name?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And then what's the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII] OK.
[AGENT][NEUTRAL] What state do they live in?
[CUSTOMER][NEUTRAL] Um, they live in [PII].
[AGENT][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Not finding anything that matches that name. You don't have a card or anything they didn't give you that?
[CUSTOMER][NEUTRAL] What's the date of birth?
[CUSTOMER][NEUTRAL] No, um.
[CUSTOMER][NEUTRAL] Wait, there is a card, um.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] It's loading.
[AGENT][POSITIVE] That's OK, no worries.
[AGENT][NEUTRAL] I feel like her name's kind of unique and her last name is [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Just wanted to make sure I was looking.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] You want me to read the ID again, the member ID?
[AGENT][NEUTRAL] It had 5 leading zeros and then it was 773-844-1.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and there's no member certificate or anything else different on their group number?
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] It is a supplement though, is that.
[AGENT][NEUTRAL] Yeah, we do, we do sell supplemental insurance. I'm just
[AGENT][NEUTRAL] Does it show her as a subscriber?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Her middle name's on there too it's [PII].
[AGENT][NEUTRAL] Let's try [PII]. Does [PII] have an [PII] at the end or just [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I just, I'm not seeing anything unfortunately, [PII] that just matches any of that information. I don't see anything for.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, maybe it's inactive. I don't know.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I'll give her a call and see if she still has it, OK?
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.