AccountId: 011433970860
ContactId: 245aa176-0694-4788-8c5b-e317310e93d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217520 ms
Total Talk Time (AGENT): 50108 ms
Total Talk Time (CUSTOMER): 49092 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/245aa176-0694-4788-8c5b-e317310e93d4_20250408T14:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling with Exact Sciences, and I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] Of course, I can check eligibility for you.
[AGENT][NEUTRAL] You said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] And [PII], do you have the policy number on you?
[CUSTOMER][NEUTRAL] HPK 444
[CUSTOMER][NEUTRAL] 19,800
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Is there another number on that card?
[CUSTOMER][NEUTRAL] Not that I'm showing.
[AGENT][NEUTRAL] OK, I'm not.
[CUSTOMER][NEUTRAL] I have HPK then 4434 19,800.
[AGENT][NEUTRAL] OK, let's try again.
[AGENT][NEUTRAL] OK, what's the patient's first and last name? We'll try that way.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] I'm not finding her in our system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, may I.
[CUSTOMER][POSITIVE] Thank you so much for helping.
[AGENT][NEUTRAL] Yeah, may I ask you what phone number you called?
[CUSTOMER][NEUTRAL] I called
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, um,
[AGENT][NEUTRAL] I'm not sure. Her name is not pulling up.
[CUSTOMER][POSITIVE] OK. All right. Thank you so much for all of your help.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, I'm sorry. um, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK. Well, thank you.
[CUSTOMER][POSITIVE] That is everything. I, I appreciate it all.
[AGENT][POSITIVE] Yeah, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] OK. Uh-huh, bye.