AccountId: 011433970860
ContactId: 2d47bbe4-a4f1-4016-9378-07a1b82b01f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148839 ms
Total Talk Time (AGENT): 31439 ms
Total Talk Time (CUSTOMER): 68639 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/2d47bbe4-a4f1-4016-9378-07a1b82b01f7_20250522T15:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hey, [PII]. Uh, my name is [PII]. I'm calling from Specialty care and I'm just trying to verify a member's eligibility.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And policy number for that patient?
[CUSTOMER][NEUTRAL] I've got 183 W as in Whiskey 22271.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, that's not one of our policy numbers. What's the last thing?
[CUSTOMER][NEUTRAL] Is that not
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] Uh, last name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh wait, it looks like it's different on here. I'm sorry, the scheduling form was different.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 3s instead of I'm not sure if that's the correct number, but let's give it a shot.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, 183 W as in Whiskey, 33371.
[AGENT][NEUTRAL] OK, yeah, ours don't have any um W in it, so.
[CUSTOMER][NEUTRAL] Maybe that'll work.
[CUSTOMER][NEUTRAL] Oh, so maybe it's not.
[AGENT][NEUTRAL] Um, what's the first name?
[CUSTOMER][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] Or actually, that's the middle name, [PII]
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] I'm hoping he's in there.
[AGENT][NEUTRAL] Yeah, I'm not pulling up that name or um and that's what we.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] All right. Well, it's kind of rolling the dice on this one. They gave me an address, which is y'all's address, but uh, but and other insurance has the name, so maybe the address is wrong.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, so it's not y'all. All right, well thank you I appreciate your help.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.