AccountId: 011433970860
ContactId: 20a95f16-89d1-46f3-b7c8-e1f4c448ca8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182889 ms
Total Talk Time (AGENT): 70538 ms
Total Talk Time (CUSTOMER): 54075 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/20a95f16-89d1-46f3-b7c8-e1f4c448ca8e_20250113T16:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling on behalf of a patient. I just wanted to make sure that her.
[CUSTOMER][NEUTRAL] Um, plan is active?
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Miss [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02509841.
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] That's not who I pull um, can you repeat the number one more time?
[CUSTOMER][NEUTRAL] The birthday?
[AGENT][NEUTRAL] The, the policy number.
[CUSTOMER][NEUTRAL] Oh, OK, um, 02.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 50.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 984 1.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, that's what I have.
[AGENT][NEUTRAL] OK. Do you have a copy of the card because I'm not pulling that name with that number.
[CUSTOMER][NEUTRAL] And let me see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Yeah, policy number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, policy certificate.
[CUSTOMER][NEUTRAL] Yeah it's 02509841.
[AGENT][NEUTRAL] And on the card you have that name?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] What's the name on the card?
[CUSTOMER][NEUTRAL] The name on the card is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have a Mr. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. Yeah, uh mhm.
[CUSTOMER][NEGATIVE] It does not show me.
[AGENT][NEUTRAL] Yeah, that, that number is pulling Mr. [PII], but it's not pulling any anybody else under that number.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How odd, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I'll call the patient and ask. Thank you.
[AGENT][POSITIVE] OK. You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] OK, thank you for calling APO have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.