AccountId: 011433970860
ContactId: 1eda646c-6eaf-42f8-bd52-c2b4ae200d80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183399 ms
Total Talk Time (AGENT): 37230 ms
Total Talk Time (CUSTOMER): 82278 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/1eda646c-6eaf-42f8-bd52-c2b4ae200d80_20250507T15:57_UTC.wav
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[AGENT][NEUTRAL] For calling ATL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I'm calling to get some information about a patient's um plan.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's a good policy number?
[CUSTOMER][NEUTRAL] Um, it's gonna be 300141586.
[AGENT][NEUTRAL] Do you have a copy of the medical, the ID card, the identification card?
[CUSTOMER][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Because that that number is not a familiar number for APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEGATIVE] I do not. They did not attach one to their paperwork, um.
[CUSTOMER][NEUTRAL] Can I give you their social? Would that work?
[AGENT][NEUTRAL] Sure, I can search by the social.
[CUSTOMER][NEUTRAL] OK, it's gonna be [PII].
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] me
[CUSTOMER][NEUTRAL] Actually
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] And what is the patient's name? Oh yeah, I'm sorry. I'm supposed to be searching. Give me just a, give me just a second.
[CUSTOMER][NEUTRAL] Um, yeah,
[CUSTOMER][NEUTRAL] No, you're OK, um.
[AGENT][NEUTRAL] Let me make sure I can locate them.
[AGENT][NEUTRAL] OK, what's the name?
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Spell the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I don't show this gentleman in our system.
[CUSTOMER][NEUTRAL] Hm OK um.
[CUSTOMER][NEUTRAL] Let me, let me.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let me just reach out to the patient in that case, um, and find out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] Because I'm not sure that's weird. Alright, thanks so much, bye.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.