AccountId: 011433970860
ContactId: 0841c3ae-afa7-4cb1-9bf5-ae0413d1f5ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143669 ms
Total Talk Time (AGENT): 63776 ms
Total Talk Time (CUSTOMER): 56690 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/0841c3ae-afa7-4cb1-9bf5-ae0413d1f5ba_20250303T16:11_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from Nicole Hospital. How are you?
[AGENT][POSITIVE] I'm great, thanks for asking. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing good. I'm calling to check on benefits for one of your members.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. Last name initial [PII] [PII] [PII]
[AGENT][NEUTRAL] Could, could you provide me with the spelling of your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what is the policy number of the member that you're inquiring eligibility for today?
[CUSTOMER][NEUTRAL] 01448990.
[AGENT][NEUTRAL] Thank you, [PII]. Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] The date of birth was [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And you gave me a policy number of 14,489,990, correct?
[CUSTOMER][NEUTRAL] 01448990.
[AGENT][NEUTRAL] I'm not showing a member listed on this policy [PII], and this policy was also terminated [PII], on [PII]. Could you verify the policyholder's name and date of birth?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] If this is the correct policy, however, that member was not listed on this policy, which actually terminated before the member was born, which was [PII].
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, no, no, that's OK. What's your name again?
[AGENT][NEUTRAL] My name is [PII], and today's date as a reference.
[CUSTOMER][POSITIVE] Thank you so much have a wonderful day.
[AGENT][POSITIVE] Thanks for calling APA. You have a great one as well.
[CUSTOMER][NEUTRAL] Mm OK.