AccountId: 011433970860
ContactId: 1e3cf342-0d31-4fe0-86a1-0cf630786d06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276000 ms
Total Talk Time (AGENT): 87714 ms
Total Talk Time (CUSTOMER): 133704 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/1e3cf342-0d31-4fe0-86a1-0cf630786d06_20250415T16:16_UTC.wav
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[AGENT][NEUTRAL] It's impacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, can you spell me your name please first of all, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And how can I help you?
[CUSTOMER][NEUTRAL] And what's your initial first is?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK. My name is [PII] and my initial first is [PII] Today, I just want to ask you the eligibility of the patient. And uh I'm sure that I'm calling to uh 90 degree benefits.
[AGENT][NEUTRAL] You, you want the benefits as well as the eligibility? is that is.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] 90 degree benefits I'm right?
[AGENT][NEUTRAL] 9
[AGENT][NEUTRAL] Uh, well, no, I'm not really sure that that's what we've got. why don't you get, um, you know, why don't you give me the policy number and we'll just look it up and see what we've got, OK?
[CUSTOMER][NEUTRAL] OK, OK, not a, listen to me. Not, not a problem. Actually, uh, I just want to check the eligibility of the patient.
[AGENT][NEUTRAL] OK, and that policy number, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That is 55656.
[AGENT][NEUTRAL] Hm, OK. Uh, that's not one of our policy numbers. So do you have their, um, do you know how to spell the last name, please?
[CUSTOMER][NEUTRAL] Yes, uh, the patient uh last name?
[CUSTOMER][POSITIVE] I'm right
[AGENT][NEUTRAL] Please, please, yes.
[CUSTOMER][NEUTRAL] Yeah. Yes. The patient last name is [PII]
[AGENT][POSITIVE] Thank you. And their first name?
[CUSTOMER][NEUTRAL] Uh it's first name is [PII]
[AGENT][NEUTRAL] Thank you. And [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] It's date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes. The callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. We'll just see if we can't find him by uh.
[AGENT][NEUTRAL] By his uh name.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Because the the
[AGENT][NEUTRAL] That number isn't one of our numbers.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Still checking.
[CUSTOMER][NEUTRAL] Yeah, the patient, OK, you can check.
[AGENT][NEUTRAL] OK, I do not have a [PII] with a date of birth [PII].
[CUSTOMER][NEUTRAL] You don't have the patient in your file.
[AGENT][NEUTRAL] No, I, I do not have the patient in my file. I'm sorry.
[CUSTOMER][NEUTRAL] Uh, I'll repeat its name and date of birth. Maybe uh it's a mistake, so that's why you can check, uh, another time, please. It's date of birth is [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And it's last name is [PII]
[CUSTOMER][NEUTRAL] Sorry, it's last name is [PII]
[CUSTOMER][NEUTRAL] And it's first name is [PII]
[AGENT][NEUTRAL] Correct. Um, that is correct. I'm sorry, I don't have a, uh, [PII] with the date of birth [PII] in my file.
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the policy number that is, uh, I'm telling you again, you can verify from your side, it's 55656. It's also correct from your side?
[AGENT][NEUTRAL] Well, yes, I, that is correct, but I don't, that is not one of our policy numbers. I'm sorry.
[CUSTOMER][POSITIVE] OK, OK, not a problem.
[CUSTOMER][POSITIVE] OK, thank you so much. The patient is not in your file, am I right?
[AGENT][NEUTRAL] Uh, that is correct, yes, they are not in our file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, well, I'm sorry I wasn't able to help you with that, but thank you for contacting API.