AccountId: 011433970860
ContactId: 276481cf-85d2-44f6-99bf-c71371793c36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360000 ms
Total Talk Time (AGENT): 50735 ms
Total Talk Time (CUSTOMER): 95084 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/276481cf-85d2-44f6-99bf-c71371793c36_20250515T13:55_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL this is.
[CUSTOMER][POSITIVE] Thanks for calling AP. This
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, I'm checking eligibility for one patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Quick, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[CUSTOMER][NEUTRAL] And my callback number is [PII].
[AGENT][NEUTRAL] Hey [PII], I can help with eligibility. Do you have a good, uh, the policy number for the patient?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You have that policy number?
[CUSTOMER][NEUTRAL] It's 49589249.
[AGENT][NEUTRAL] I'm not pulling up that policy number. What's the patient's last name?
[CUSTOMER][NEUTRAL] It's a copper cold stone.
[AGENT][NEUTRAL] And what was the last name? Can you spell it?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] Then [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so you said [PII], is that right?
[CUSTOMER][NEUTRAL] Yeah, it's a copper cold stone.
[AGENT][NEUTRAL] You have the date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] I'm not able to locate the member with the information you provided.
[CUSTOMER][NEUTRAL] So can you find out the another member ID? I have one more.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Yeah it's 502.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] There?
[CUSTOMER][NEUTRAL] Hello. It's 502-614-886.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] 502, can you repeat that again?
[CUSTOMER][NEUTRAL] 502-614
[CUSTOMER][NEUTRAL] 886
[AGENT][NEUTRAL] I'm not pulling up anything under that number. Um, do you have a last first and last name?
[CUSTOMER][NEUTRAL] So can you find out the patient's mobile mobile number?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Can I find out the patient's contact number?
[AGENT][NEUTRAL] I don't, I'm not able to pull it up. Can you look, you have the name of the patient?
[CUSTOMER][NEUTRAL] Yeah, it's the first name is [PII].
[AGENT][NEUTRAL] And what's the, I think.
[CUSTOMER][NEUTRAL] It's a copper stone.
[AGENT][NEUTRAL] So it it's Cooper Coldstone.
[CUSTOMER][NEUTRAL] How you doing.
[CUSTOMER][POSITIVE] Yeah, it's a copper. It's a fun one time copper falls on.
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] I I hear that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm not able to pull that up with the information you've provided.
[CUSTOMER][NEUTRAL] Get them
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Yeah.