AccountId: 011433970860
ContactId: 107371b6-a661-4bce-b26a-8e0dc0f51f04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128929 ms
Total Talk Time (AGENT): 48471 ms
Total Talk Time (CUSTOMER): 43362 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/107371b6-a661-4bce-b26a-8e0dc0f51f04_20250507T19:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How you doing [PII]? My name is [PII]. I was calling to verify, excuse me, eligibility for a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility. Can you please give me your name, your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Baton Rouge Orthopedic Clinic phone number is [PII].
[AGENT][NEUTRAL] OK, thank you so much. And then what is uh the name of the patient, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII]. Policy number is 36Y0221592.
[AGENT][NEUTRAL] OK, do you see a different number? That is not one of our policy numbers.
[CUSTOMER][NEUTRAL] Uh, no, this is the only one that we have in the system.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Do you have Ms. [PII]'s social and I can pull her in that way.
[CUSTOMER][NEUTRAL] Um, let me check, hold on.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am, I do. It's [PII].
[AGENT][NEUTRAL] OK, let me try to find her like that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, using that social, I do not see Miss [PII] in our system.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I have to see if she has it one.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK alright thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a good rest of your day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye, ma'am.