AccountId: 011433970860
ContactId: 3c8e4162-a5cd-470f-9ed2-df9964865cde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 368109 ms
Total Talk Time (AGENT): 60568 ms
Total Talk Time (CUSTOMER): 82493 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/3c8e4162-a5cd-470f-9ed2-df9964865cde_20250331T18:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, sir. My name is [PII] and my first initial is [PII].
[AGENT][POSITIVE] Hi, [PII]. How can I help today?
[CUSTOMER][NEUTRAL] Um, I just want to know about the eligibility of this patient. Can you please help me with that?
[AGENT][NEUTRAL] I can check eligibility. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, just wait a second. I will give you, um.
[CUSTOMER][NEUTRAL] And the member ID is 23143.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 231 43.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's not coming up as a policy number. Do you have their name or their social? We can check with that.
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The patient name is um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] First name is [PII].
[CUSTOMER][NEUTRAL] Mhm. Last name is [PII].
[AGENT][NEUTRAL] And that is
[AGENT][NEUTRAL] Is the first name spelled [PII]?
[CUSTOMER][NEUTRAL] Uh, just wait a moment, uh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It starts with a [PII].
[CUSTOMER][NEUTRAL] No, no. [PII].
[AGENT][POSITIVE] [PII]. All right, thank you.
[AGENT][NEUTRAL] Last name, can you spell that, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah. Last name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And uh [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Not finding a member policy under that name.
[CUSTOMER][NEUTRAL] You can't find any number on this name.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just wait a moment.
[CUSTOMER][NEUTRAL] Please use the date of birth and search with the name and date of birth.
[AGENT][NEUTRAL] I can only search by name or social.
[AGENT][NEGATIVE] And nothing is coming up under that name.
[CUSTOMER][NEUTRAL] Can you please use the date of birth also.
[CUSTOMER][POSITIVE] I think it works.
[AGENT][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Uh, DUV is [PII].
[AGENT][NEGATIVE] There's no member policy under that name, unfortunately.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is there anything else that I can check on for you here today?
[CUSTOMER][NEUTRAL] Just wait a moment.
[CUSTOMER][POSITIVE] OK, [PII]. Thank you so much.
[CUSTOMER][POSITIVE] Bye for now. Have a great day.
[AGENT][POSITIVE] You too. Take care. Bye bye.