AccountId: 011433970860
ContactId: 0dfc121e-c677-41de-b7b2-468b7f08cc70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184089 ms
Total Talk Time (AGENT): 55135 ms
Total Talk Time (CUSTOMER): 59803 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/0dfc121e-c677-41de-b7b2-468b7f08cc70_20250326T17:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the provider's office to check and eligibility. Could you please help me with that?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, I can help you with eligibility, [PII]. Do you have the policy number of the patient and a good callback number?
[CUSTOMER][NEUTRAL] I do not have the policy number. You can search with member's name and member's date of birth.
[AGENT][NEUTRAL] OK, what's your callback number?
[CUSTOMER][NEUTRAL] [PII]. It is a direct line?
[AGENT][NEUTRAL] And what was the patient's last name?
[CUSTOMER][NEUTRAL] [PII]. The first name is [PII].
[AGENT][NEUTRAL] OK, that was [PII] Is that right?
[CUSTOMER][NEUTRAL] No, no. [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the first name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have a social for the patient?
[CUSTOMER][NEUTRAL] No, there is no social.
[AGENT][NEUTRAL] OK, I'm not showing uh Emerson Samsung. I don't have that in our system.
[AGENT][NEUTRAL] Do you have any other names?
[CUSTOMER][NEUTRAL] OK. Could you please spell your, uh, could you please spell your name?
[AGENT][NEUTRAL] It's [PII]. It's [PII].
[AGENT][NEUTRAL] In [PII]. Last initial [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, may I know the call the bank number?
[AGENT][NEUTRAL] Uh, I'm sorry, you need a fax number?
[CUSTOMER][NEUTRAL] May I know the call reference number?
[AGENT][NEUTRAL] A reference number. My name is [PII] D and then today's date.
[CUSTOMER][POSITIVE] OK, thank you for your help. Have a great day. Bye.
[AGENT][POSITIVE] OK, thank you for calling APL Regina. Have a good day.