AccountId: 011433970860
ContactId: 3005c1c9-7c27-42cd-a36f-cca092df2995
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215979 ms
Total Talk Time (AGENT): 48919 ms
Total Talk Time (CUSTOMER): 81204 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/3005c1c9-7c27-42cd-a36f-cca092df2995_20250422T15:56_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, I need to know um uh eligibility and benefits for a patient, please.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] And if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Um, it is 168.
[CUSTOMER][NEUTRAL] 486 5.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] I'm sorry, maybe I did something. Can I have that policy number again?
[CUSTOMER][NEUTRAL] 1684865
[AGENT][NEUTRAL] OK, I'm showing that this policy is for someone else.
[CUSTOMER][NEUTRAL] Um, that's what I have here. Is it under [PII]?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Do you have a social for the primary policy holder?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] For the primary, no, because it's under her spouse, but I have her social.
[CUSTOMER][NEUTRAL] Can you look it up with her name and date of birth?
[AGENT][NEUTRAL] Um, OK, spell the first name for me.
[CUSTOMER][NEUTRAL] The first name is [PII].
[AGENT][NEUTRAL] Last name?
[CUSTOMER][NEUTRAL] Uh last name is [PII]
[AGENT][NEUTRAL] OK and that birthday again please?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] The birthday again, please?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, we don't have anyone in our system by that name or date of birth.
[CUSTOMER][NEUTRAL] OK, so I guess they don't, they don't have, um, they don't have policy.
[AGENT][NEUTRAL] No, cause that policy number that you gave me is for someone totally different.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] And they're not coming up in your system at all, right?
[AGENT][NEGATIVE] Not with that name that you gave me and date of birth, no.
[CUSTOMER][NEUTRAL] OK. OK. Um, what was your name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] And can I get a reference number for the call or it's just your name?
[AGENT][NEUTRAL] It's just my name and today's date and time.
[CUSTOMER][POSITIVE] OK perfect thank you so much, [PII]. I hope you have a great day.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.