AccountId: 011433970860
ContactId: 19bb7d6d-0063-4871-bc1b-a14d954117d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147460 ms
Total Talk Time (AGENT): 62629 ms
Total Talk Time (CUSTOMER): 50193 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/19bb7d6d-0063-4871-bc1b-a14d954117d9_20250502T20:22_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm calling the provider's office called to check on a patient's eligibility.
[AGENT][POSITIVE] OK, [PII], I'll be glad to help you. Go ahead and give me a good policy number.
[CUSTOMER][NEUTRAL] Uh, the patient's policy number is
[CUSTOMER][NEUTRAL] H as in Hotel.
[CUSTOMER][NEUTRAL] 402-241-777
[AGENT][NEUTRAL] OK, give me that uh certificate number one more time, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's H as in Hotel, 402-241777.
[AGENT][NEUTRAL] OK, that is not one of APL's policy numbers. It's gonna be a certificate number. It's like 8 digits with no letters. Do you see anything with that?
[CUSTOMER][NEUTRAL] I just have a plan number called 011407.
[CUSTOMER][NEUTRAL] Is that APL?
[AGENT][NEUTRAL] Mm, no, sir. That's, that don't sound like one of ours either. But I'll tell you what, I'll try to look it up by name. So what's the patient's uh last name?
[CUSTOMER][NEUTRAL] Patient's last name is [PII].
[AGENT][NEUTRAL] Is that [PII] or [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me get that key in now, the, the first name, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] First name is [PII]
[AGENT][NEUTRAL] OK, let me key that in. [PII]. Let's see. No, sir, we do not have one on our system by that name at all. I am so sorry.
[CUSTOMER][POSITIVE] OK, thank you so much. Have a great day ahead bye for now.
[AGENT][NEUTRAL] Yes, sir. OK.
[AGENT][POSITIVE] Alrighty, [PII]. Is that all I can help you with?
[CUSTOMER][POSITIVE] Thank you so much. Have a great day and bye for now.
[AGENT][POSITIVE] OK, you're so welcome, [PII], and thanks for calling APL. Bye-bye.