AccountId: 011433970860
ContactId: 1d80309f-924b-496a-a841-8b8cf42cff65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150279 ms
Total Talk Time (AGENT): 46419 ms
Total Talk Time (CUSTOMER): 68132 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/1d80309f-924b-496a-a841-8b8cf42cff65_20250331T18:10_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from provider's office regarding member eligibility.
[AGENT][NEUTRAL] And then, I can certainly help with eligibility. What is that policy number, please?
[CUSTOMER][NEUTRAL] I have a policy number as 1011878267.
[AGENT][NEUTRAL] OK. Um, how do you spell the patient's last name?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Last name is [PII]. It's [PII].
[CUSTOMER][NEUTRAL] And the first name is [PII].
[AGENT][NEUTRAL] And his date of birth, please?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me see if I can't find it by his name, um, because that isn't actually one of our policy numbers. If I could have a callback number please, while I'm looking that up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure. Callback number will be [PII] with an extension [PII].
[AGENT][POSITIVE] OK, thank you very much. I'm just looking this up now.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, I'm sorry. He's not coming up in our system. Is there anything else that you have maybe that uh maybe in a policy number? Normally our policy numbers begin with a 01 or 02.
[CUSTOMER][POSITIVE] I'm sorry
[CUSTOMER][NEUTRAL] Unfortunately, I only have the son, but I do have his SSN number if you want, I can provide you with that.
[AGENT][NEUTRAL] And what is that please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's see if that works.
[AGENT][NEUTRAL] I'm sorry, he's, he's, this is not coming up in my system.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Sure, no problem. Thank you so much for that, [PII]. And uh your name on today's date will be the reference number, right?
[AGENT][POSITIVE] That is correct, yes. Is there anything else at all I can help with?
[CUSTOMER][POSITIVE] No, that's all for today. Thank you and have a great day.
[AGENT][POSITIVE] Hey, thanks for contacting you APR have a good.