AccountId: 011433970860
ContactId: 10f3ab8a-e889-4cd8-8e0c-4de13588e791
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167179 ms
Total Talk Time (AGENT): 81473 ms
Total Talk Time (CUSTOMER): 53062 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/10f3ab8a-e889-4cd8-8e0c-4de13588e791_20250129T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, I'm calling from Cora Physical Therapy in regards to the benefit information of a patient.
[AGENT][NEUTRAL] OK, I can help you with benefits. Uh, can you give me your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][NEUTRAL] And the callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. Uh, what is the patient's name?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] The patient's name is [PII] [PII] sorry, [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] The date of birth, yes, that is [PII].
[AGENT][NEUTRAL] Thank you and then what is [PII] policy number?
[CUSTOMER][NEUTRAL] That is 024993162.
[AGENT][NEUTRAL] OK, let me pull the policy up for us real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me repeat the policy number to you. 024993162.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, that's not pulling in for me.
[AGENT][NEUTRAL] 249-93162.
[AGENT][NEUTRAL] Yeah, it's not pulling up a member for me under that policy number.
[CUSTOMER][NEUTRAL] It's not
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like it might be too many digits 12345678. Yes, it's one digit too many.
[CUSTOMER][NEUTRAL] One digit too many. OK. And can you try without the zero be?
[AGENT][POSITIVE] Right, I'm doing it without the 0, yes ma'am.
[CUSTOMER][NEUTRAL] With that, and it's still OK, uh then I have to call the patron again and ask them.
[AGENT][NEUTRAL] OK, all right. And then if you can just call us back, because I would look it up by name, but [PII] is a very common name.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Very common, yes.
[AGENT][POSITIVE] Yes, and we'll be here for a while trying to find her.
[CUSTOMER][POSITIVE] Of course, OK, thank you.
[AGENT][POSITIVE] OK. You're very welcome, Ms. [PII]. I appreciate you calling APL today. I hope you have a blessed rest of your day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] Mm bye-bye, ma'am.