AccountId: 011433970860
ContactId: 155592d0-5e43-41d1-8405-70ce463ab4e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172619 ms
Total Talk Time (AGENT): 56167 ms
Total Talk Time (CUSTOMER): 61208 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/155592d0-5e43-41d1-8405-70ce463ab4e2_20250325T14:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, [PII]. This is [PII]. I just wanna check the eligibility of the patient.
[CUSTOMER][NEUTRAL] Can you help me with that?
[AGENT][NEUTRAL] I can verify eligibility on the patient. May I have a policy number, [PII]?
[CUSTOMER][NEUTRAL] Policy number is S as in Sam 00603365.
[AGENT][NEUTRAL] I'm sorry, 603.
[AGENT][NEUTRAL] Can you repeat the policy number, please?
[CUSTOMER][NEUTRAL] Uh, go with the member name, ma'am. I think this is not a policy number, I think.
[AGENT][NEUTRAL] OK, would you like for me to verify the eligibility on the policy?
[CUSTOMER][NEUTRAL] Yeah, policy number is S as in Sam 00603365.
[AGENT][NEUTRAL] OK, that is not our policy number. I can do a name search.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you spell the first and last name along with the date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII], it is [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and this name did not pull up in our system. One moment.
[AGENT][NEUTRAL] Do you by chance have the group number or social security number?
[CUSTOMER][NEUTRAL] No, I don't have.
[CUSTOMER][NEUTRAL] Unable to find the information about the patient?
[AGENT][NEUTRAL] That is correct. It's not coming up in our system.
[CUSTOMER][POSITIVE] Sure, thank you. Have a nice day, ma'am. Can you spell your name?
[AGENT][NEUTRAL] It's [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Sorry, [PII]?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Along with today's date.
[CUSTOMER][POSITIVE] Have a nice day. Bye-bye.
[AGENT][POSITIVE] [PII], thank you for calling American Public Life. Have a great day.