AccountId: 011433970860
ContactId: 103a4c5a-5720-4952-a3e4-79c9e8fc23de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258738 ms
Total Talk Time (AGENT): 64013 ms
Total Talk Time (CUSTOMER): 127441 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/103a4c5a-5720-4952-a3e4-79c9e8fc23de_20250421T21:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII]. Well last initial M is [PII] calling from provider office regarding patient eligibility.
[AGENT][NEUTRAL] OK, I can check eligibility for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. And then also, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, my callback number is [PII]. Direct line, no extension.
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure. The policy number is 02107801.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Sure, the number first name is [PII] and the last name is [PII]. And the date of birth is [PII].
[AGENT][NEUTRAL] OK, I have that date of birth for a different member than [PII].
[CUSTOMER][NEUTRAL] Uh, allow me one minute.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] As the patient remain.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Yes, I have that date of birth, but not for [PII].
[AGENT][NEUTRAL] Was this for a different member that you were seeing?
[CUSTOMER][NEUTRAL] Mm, yes.
[AGENT][NEUTRAL] OK, what was the name of that member?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What was the first name, please?
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Sure, the [PII].
[AGENT][NEUTRAL] OK, I have a different date of birth for [PII].
[CUSTOMER][NEUTRAL] [PII]. Different date of birth.
[CUSTOMER][NEUTRAL] So, I can't see any of my daughter.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] There is another member under this policy that does have that date of birth.
[CUSTOMER][NEUTRAL] I want
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Could you verify, please?
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] I have a different date of birth for [PII], but the date of birth you're giving me is for a different member under this policy.
[CUSTOMER][NEUTRAL] OK. So I can't have any.
[CUSTOMER][NEUTRAL] Name and date of birth for this one. I have only this one.
[AGENT][NEUTRAL] OK, um, I would call the member and try to get the correct date of birth if [PII] is the one you're going to be seeing.
[CUSTOMER][NEUTRAL] OK, so can I have you spell out your name?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Spell out your name.
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] The last initial?
[AGENT][NEUTRAL] It's A
[CUSTOMER][NEUTRAL] Call reference.
[AGENT][NEUTRAL] That would be my first name, last initial, and today's date and so my last initial is [PII]
[CUSTOMER][NEUTRAL] And I have the call.
[CUSTOMER][NEUTRAL] OK. And they go to the next one.
[CUSTOMER][NEUTRAL] Allow me one minute.
[CUSTOMER][NEUTRAL] I do have one more question, but the provider is different but the same.
[CUSTOMER][POSITIVE] We have their time.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. And the next one is
[CUSTOMER][NEUTRAL] JC so.
[CUSTOMER][NEUTRAL] Allow me one minute. Oh.
[CUSTOMER][NEGATIVE] Don't have a next one.
[CUSTOMER][NEUTRAL] Sa taxes.
[CUSTOMER][POSITIVE] OK. Thank you. Have a great day. Take care. Bye for now.
[AGENT][POSITIVE] OK, thanks [PII] you too bye bye.
[CUSTOMER][NEUTRAL] My