AccountId: 011433970860
ContactId: 172bcfec-f831-453e-9de6-23e4d4d736da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216100 ms
Total Talk Time (AGENT): 76297 ms
Total Talk Time (CUSTOMER): 98044 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/172bcfec-f831-453e-9de6-23e4d4d736da_20250326T17:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I just wanna check the eligibility of the patient. Can you help me with that?
[AGENT][NEUTRAL] Yes, Ms. [PII], I can help you with the eligibility of the patient. Can I please get your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Calling from Nation Services.
[AGENT][NEUTRAL] OK, and what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's name is, uh, patient's name is [PII]. And the last name is [PII].
[AGENT][NEUTRAL] OK, and then what is Pascal's date of birth?
[CUSTOMER][NEUTRAL] Mm. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and then can you please give me the patient's policy number?
[CUSTOMER][NEUTRAL] It is 436-630-15.
[AGENT][NEUTRAL] OK, and you're calling for eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let me look up so looking under that number 436-630-15, I do not find a member in our computer system by that name or that number. Do you have another number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, ma'am. This is the one I have and uh unable to find any information about the patient.
[AGENT][NEUTRAL] OK, and then I spell the last name [PII] I'm sorry, [PII]
[CUSTOMER][NEUTRAL] No, I, first is not I, uh, no, no, no, I. Last name is [PII].
[AGENT][POSITIVE] OK, thank you very much for helping me with that. Let me look him up real quick and see if he's in our system.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] OK, so looking in our computer system, I do not find a pascale with that last name in our system.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, can you spell your name?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] Call reference number, your name in the street. OK, thank you, ma'am. Have a.
[AGENT][NEUTRAL] You can
[AGENT][POSITIVE] Yes. All right, thank you. You have a wonderful day and thanks for calling APL.
[AGENT][NEUTRAL] Bye bye.