AccountId: 011433970860
ContactId: 08fbe951-7e86-4c2c-888c-1e7641e43efc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123180 ms
Total Talk Time (AGENT): 30754 ms
Total Talk Time (CUSTOMER): 69112 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/08fbe951-7e86-4c2c-888c-1e7641e43efc_20250331T17:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm with Reno Diagnostic Center. We have a patient that's scheduled for an ultrasound, and I was hoping to verify eligibility and benefits.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] My direct phone number is [PII].
[AGENT][NEUTRAL] Thank you. And now I need the policy number, please.
[CUSTOMER][NEUTRAL] Uh, policy number is D as in David 46401662.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have the member social?
[CUSTOMER][NEUTRAL] Um, this is just the information I was given. Um, now, let me look at the.
[AGENT][NEUTRAL] OK. I can look her up by name and date of birth.
[CUSTOMER][NEUTRAL] OK. Um, the first name is [PII]
[CUSTOMER][NEUTRAL] And then it looks like he has two last names. It's [PII].
[CUSTOMER][NEUTRAL] And then date of birth is [PII].
[CUSTOMER][NEUTRAL] And it might have a hyphen between the two last names.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, no one's coming up under that name either.
[CUSTOMER][NEUTRAL] OK, no problem. I'll give them a call and ask them if they can reconfirm their insurance.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Um, no, that's it for now. I'll give a call back if it ends up being, um, different.
[AGENT][POSITIVE] OK, well, I thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] Bye-bye.