AccountId: 011433970860
ContactId: 24ab1581-eb75-49d8-9965-a2cacf3d6927
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249399 ms
Total Talk Time (AGENT): 85747 ms
Total Talk Time (CUSTOMER): 92191 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/24ab1581-eb75-49d8-9965-a2cacf3d6927_20250415T17:42_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], checking on patient eligibility.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility of a patient. May I please get your name, your callback number and the name of the facility you're calling from, sir?
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII]. And the facility name is Kendall Anastasia Associates.
[AGENT][NEUTRAL] OK, thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, the patient's date of birth is [PII].
[CUSTOMER][NEUTRAL] And the patient's first name is [PII], and the last name is [PII].
[CUSTOMER][NEUTRAL] And the patient policy number is 002513191.
[AGENT][NEUTRAL] OK, let me look that up real quick, sir.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and you let me repeat, the policy number is 002513191.
[CUSTOMER][POSITIVE] Yes, you're right.
[AGENT][NEUTRAL] OK, I do not see.
[AGENT][NEUTRAL] A member with that date of birth or that name under that policy number. That policy number is for a different member.
[CUSTOMER][NEUTRAL] All right. Could you please check with the member name?
[AGENT][NEUTRAL] For the policy?
[AGENT][NEUTRAL] Number that you gave me? No, I can't give that name out. um, you have to tell me the name and the date of birth, and this is for a different member.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, I'm ready to tell the name uh with the spelling. Do you want me to spell the member name?
[AGENT][NEUTRAL] Yes, please spell the member's name.
[CUSTOMER][NEUTRAL] The first name is [PII]. And the last name is [PII], [PII].
[AGENT][NEUTRAL] OK. And the date of birth again?
[CUSTOMER][NEUTRAL] Date of birth is [PII]. That is [PII].
[AGENT][NEUTRAL] OK, and the policy number one more time?
[CUSTOMER][NEUTRAL] 002513191.
[AGENT][NEUTRAL] OK, I have that policy, but it's for a different member. It's not for [PII].
[CUSTOMER][NEUTRAL] Mm. So, what is it? For which member is that?
[AGENT][NEUTRAL] I can't, that's personal information. I can't give the member's name out. You have to give me the member's name and that policy number is not for [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Actually, I have missed out your name. What was your name, please?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] And what is the call reference number for this story?
[AGENT][NEUTRAL] You can use my name and today's date.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][POSITIVE] You're very welcome, [PII]. I hope you have a wonderful day and thank you for calling APL.
[AGENT][NEUTRAL] Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] The thing is thank you.
[AGENT][NEUTRAL] OK, you have a