AccountId: 011433970860
ContactId: 3a0dc8f8-813e-4698-9c4a-b572b151f315
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144509 ms
Total Talk Time (AGENT): 51508 ms
Total Talk Time (CUSTOMER): 62305 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/3a0dc8f8-813e-4698-9c4a-b572b151f315_20250115T21:28_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Very good afternoon. This is [PII]. I'm calling behalf of University of Gastroenterology checking her patients, uh, eligibility status. Can you please help me on that one?
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with eligibility. What is the callback number?
[CUSTOMER][NEUTRAL] It's [PII]. It's a direct line extension for you.
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] No, I do not have the policy number. I do have the patient's name and, but can you please check on that, ma'am?
[AGENT][POSITIVE] Absolutely. What is that last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII] And also there is a middle name, [PII]
[AGENT][NEUTRAL] Do you happen to have the patient's social?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. I do have a patient's date of birth of [PII].
[AGENT][NEUTRAL] And you said last name [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I, yeah.
[AGENT][NEUTRAL] And either [PII] or [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII] is [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] And you're calling APL for eligibility?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, is this not an insurance company?
[AGENT][NEUTRAL] It is an insurance company, APL, but I'm unable to locate the patient in our system. Do you have their employer name?
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Oh no, ma'am.
[CUSTOMER][POSITIVE] I'll just contact the patient with the correct information. I'll just get back to you. Thank you so much.
[AGENT][NEUTRAL] All right, thank you for calling APL Mario. Sorry I wasn't able to help you with that eligibility. If you get that additional information, yeah, just call us back.
[CUSTOMER][NEUTRAL] Think so.
[CUSTOMER][POSITIVE] That's OK, ma'am you have tried your best.
[CUSTOMER][POSITIVE] Alright, thank you so much for this one. Take care. Bye for now. Keep smiling.
[AGENT][POSITIVE] You too. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thanks. Bye, ma'am.