AccountId: 011433970860
ContactId: 0dda15fa-2035-43e6-adff-1f8d7ed9aa7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108089 ms
Total Talk Time (AGENT): 37371 ms
Total Talk Time (CUSTOMER): 44069 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/0dda15fa-2035-43e6-adff-1f8d7ed9aa7b_20250303T22:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm calling to verify eligibility for patients.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] I have the subscriber ID and date of birth.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, so I'm not getting any results with that, [PII]. Do you happen to have their social by chance? I could search for them that way.
[CUSTOMER][NEUTRAL] No, I don't have the social. I just have the subscriber ID and the subscriber date of birth.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, would you mind spelling out their first and last name for me? That's the only other way I'm able to search, OK.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] It's [PII] Last name is [PII]
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][POSITIVE] Of course, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I do not have anyone with that name in our system, [PII].
[CUSTOMER][POSITIVE] Thank you so much for your assistance today.
[AGENT][POSITIVE] Of course, thanks for calling API. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Likewise bye bye.
[AGENT][POSITIVE] Thank you bye bye.