AccountId: 011433970860
ContactId: 17aab594-3d4e-438b-aa52-224fa849fb16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185960 ms
Total Talk Time (AGENT): 60440 ms
Total Talk Time (CUSTOMER): 54941 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/17aab594-3d4e-438b-aa52-224fa849fb16_20250205T17:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, good morning. This is [PII] from Skin Cancer Associates. I'm calling to check benefits on a patient, please.
[CUSTOMER][NEUTRAL] Or eligibility.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, I can help you with eligibility, Ms. [PII]. What is your callback number please just in case our call is disconnected.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you. And what's the patient's name?
[CUSTOMER][NEUTRAL] It is [PII]. Last name is [PII]
[AGENT][NEUTRAL] OK, and then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] And then what is the policy number, please?
[CUSTOMER][NEUTRAL] I have 675620394.
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] OK, that policy number is not pulling up for me. Let me see if I can find the member by the name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have the social security number?
[CUSTOMER][NEUTRAL] Uh, let me check in the chart. Hold on one second.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[CUSTOMER][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] Um, no, I don't have his social on file.
[AGENT][NEUTRAL] OK. All right, let me go ahead and try to find it and it's the spell the name [PII] I'm sorry, [PII]
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, the last name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. I had an extra letter in there from what I got it the first time. OK, and then the first name spelled [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm not pulling up an insured with that name.
[AGENT][NEUTRAL] In our system, no, ma'am.
[CUSTOMER][POSITIVE] No, OK, alright, no problem. Let me contact the patient. Thank you so much. You have a nice day now.
[AGENT][POSITIVE] You too, Ms. [PII], thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Mm bye bye.