AccountId: 011433970860
ContactId: 2c8d1957-ec21-41a9-961b-bf7fabda25a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106000 ms
Total Talk Time (AGENT): 41217 ms
Total Talk Time (CUSTOMER): 40149 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/2c8d1957-ec21-41a9-961b-bf7fabda25a7_20250514T20:11_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, I need to get some information on a patient's insurance. I need the eligibility.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what's the name of the facility you're calling from, from Is?
[CUSTOMER][NEUTRAL] Heritage jokes.
[AGENT][NEUTRAL] I'm sorry, I didn't get that. Can you repeat?
[CUSTOMER][NEUTRAL] Heritage Oaks.
[AGENT][NEUTRAL] Oh, heritage.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss Honey?
[CUSTOMER][NEUTRAL] Um, do you need the letters?
[AGENT][NEUTRAL] No, just the numbers starting with the 0 followed by 7 digits.
[CUSTOMER][NEUTRAL] No, I don't.
[CUSTOMER][NEUTRAL] I don't think I have that. Let me look because.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Let me see. I have this big long thing. It says um
[CUSTOMER][NEUTRAL] A S L M F E A 684-453-089.
[AGENT][NEUTRAL] Yeah, that's not our number.
[AGENT][NEUTRAL] Um, do you have a card, Ms. [PII]? No.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] No, I'll, I'll ask him for a number. Sorry, thank you.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] You're welcome. Do you want me to do a name search?
[CUSTOMER][NEUTRAL] No, that's fine thank you.
[AGENT][POSITIVE] OK. You're welcome, Miss [PII], and thank you for calling AP.