AccountId: 011433970860
ContactId: 42efd91f-a252-45d5-9f8d-141c09440970
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 482390 ms
Total Talk Time (AGENT): 105367 ms
Total Talk Time (CUSTOMER): 83910 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/42efd91f-a252-45d5-9f8d-141c09440970_20250407T14:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling from a provider's office and I need to verify eligibility for a patient's gonna be doing home infusion with us.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you're checking eligibility for a patient?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. And then do you have that policy number, [PII]?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] It is G as in George, T as in Tom, A as in Alpha 6081815.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, is there a different number on the card? It doesn't look like that is the policy number.
[CUSTOMER][NEUTRAL] I honestly don't have the card. Let me, let me check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or they copied it, right? Um.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] There's usually like a 0 in front of the number.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] That's the only number they're showing.
[AGENT][NEUTRAL] Um, do you have?
[CUSTOMER][NEUTRAL] Oh wait, um,
[CUSTOMER][NEUTRAL] That's it, yeah.
[AGENT][NEUTRAL] Uh, do you have their first and last name?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is first [PII].
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] OK. Let's see.
[AGENT][NEUTRAL] Just one second. I'll look, I'll try to look her up.
[CUSTOMER][NEUTRAL] My date of birth?
[AGENT][NEUTRAL] Uh, yes, you can give me the date of birth now if you'd like.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry, it takes a minute to look them up by first and last name.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Um, you said the first name was [PII]?
[CUSTOMER][NEUTRAL] No, just [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Oh, OK. Thank you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So I'm not seeing [PII].
[AGENT][NEUTRAL] You said the last name was [PII], right?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm not.
[AGENT][NEUTRAL] I'm not seeing her.
[AGENT][NEUTRAL] Let me try again.
[AGENT][NEUTRAL] OK, just one second. Can I put you on a brief hold?
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] OK. Yeah, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, [PII]. Thank you for holding. So, I'm not pulling her, I cannot find her policy under [PII]. Um, do you have any other information on her like her Social Security number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I just have her Medicare number. Um, wait a minute, let me check before I say that. I might have it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I just have the last four digits of her social, um.
[AGENT][NEUTRAL] Oh, I don't.
[CUSTOMER][NEUTRAL] OK, I'll just put it back in and let them either get a copy of the card. Maybe they just gave me the wrong information.
[CUSTOMER][NEUTRAL] Um, your name is sorry.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] OK, and if you could give me a call reference number?
[AGENT][NEUTRAL] Yeah, so it's just gonna be my first initial.
[AGENT][NEUTRAL] So it's gonna be [PII] then [PII] and then today's date. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright then alright [PII], thank you so much.
[AGENT][POSITIVE] All right. All right, thank you. Sorry about that. Thank you for calling APL. Mhm. Bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye-bye.