AccountId: 011433970860
ContactId: 088efe7d-14d3-4bff-9c87-44ccec05ef21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180089 ms
Total Talk Time (AGENT): 43311 ms
Total Talk Time (CUSTOMER): 47918 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/088efe7d-14d3-4bff-9c87-44ccec05ef21_20250507T16:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] with MD Anderson Cancer Center. I'm calling to see if a patient requires all.
[AGENT][NEUTRAL] OK, and spell your name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] 726-688
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] I'm showing a different name and the date of birth is off by a digit the day.
[AGENT][NEUTRAL] I'm thinking it's the same person you show another name on file? Mhm.
[CUSTOMER][NEUTRAL] What? A different?
[CUSTOMER][NEUTRAL] Oh Lord, OK, let me see if I have her card.
[AGENT][NEUTRAL] OK. You did say 726-688?
[CUSTOMER][NEUTRAL] Um, her member ID?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 726-688.
[AGENT][NEUTRAL] Mhm. And what did you say your first name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I show something different and her date of birth is off by a digit or two digits, the date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me see if I have a card. Nope, let me see, hold on.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's crazy.
[CUSTOMER][NEGATIVE] OK. I'm gonna just have to call her cause I don't have anything.
[AGENT][NEUTRAL] Yeah and see if she goes by another name and then verify her date of birth if you don't mind.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK alright thank you.
[AGENT][POSITIVE] Uh, you're welcome. Have a good day and thanks for calling [PII].
[CUSTOMER][NEUTRAL] Mhm bye bye.