AccountId: 011433970860
ContactId: 2a6f9d97-7ab4-4603-b239-472df610f57c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189500 ms
Total Talk Time (AGENT): 45742 ms
Total Talk Time (CUSTOMER): 83132 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/2a6f9d97-7ab4-4603-b239-472df610f57c_20250214T18:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mm. Hi, [PII]. This is [PII]. I just want to check the eligibility of the patient. Can you help me out, please?
[AGENT][POSITIVE] Yes, I can help you with the eligibility, [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and now what's the patient name?
[CUSTOMER][NEUTRAL] Patient's ID number is [PII].
[AGENT][NEUTRAL] OK. And what is the patient's name?
[CUSTOMER][NEUTRAL] It says balance.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and the last name is [PII]
[AGENT][NEUTRAL] OK, and then what's the patient's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and that is not one of our policy numbers. Do you see another number?
[CUSTOMER][NEUTRAL] No, ma'am. I don't have anything. Can you spell your name?
[AGENT][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] Let me see if I can find the insured by their name.
[CUSTOMER][POSITIVE] Thank you, sir. Have a
[CUSTOMER][NEUTRAL] The patient's first name is [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and what state does uh [PII] live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, let me look.
[AGENT][NEUTRAL] I'm not finding that patient in our system.
[CUSTOMER][POSITIVE] OK, ma'am. Sure. Thank you so much. Have a nice day. Bye-bye.
[AGENT][NEUTRAL] Do you have a social security number?
[CUSTOMER][POSITIVE] No, ma'am, thank you ma'am.
[AGENT][POSITIVE] Bye-bye, [PII]. You have a good weekend. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.