AccountId: 011433970860
ContactId: 4442b3f8-0ad2-40b5-9e85-ea08d24b5888
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150820 ms
Total Talk Time (AGENT): 60998 ms
Total Talk Time (CUSTOMER): 48397 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/4442b3f8-0ad2-40b5-9e85-ea08d24b5888_20250313T14:17_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Digestive Disease Consultants. I was calling in regards of a patient's eligibility and benefits.
[AGENT][POSITIVE] OK, sure. I can assist you with the eligibility and benefits, Miss. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII], and you said your name was?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Last initial [PII]
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is S as in Sam, E as in Echo 00257285.
[AGENT][NEUTRAL] OK. Um, do you see another policy that that number is not ours. It's gonna start with the 0 followed by 7 digits, probably ML in the end.
[CUSTOMER][NEUTRAL] OK, let me look on patient's card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You said it starts with
[CUSTOMER][NEUTRAL] I'm sorry, what would the the number start with?
[AGENT][NEUTRAL] It's a 0 followed by 7 digits and you probably will see an M and L after the numbers.
[CUSTOMER][NEUTRAL] OK, yeah, I don't see that unless you wanna take the SE out that is seven digits is 00257285.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm yeah not pulling anything up. Yeah, we don't usually have to see what's in front of it, but um, yeah, it's not pulling anything up just with the numbers with the 00257285.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, is this Paife America?
[AGENT][NEUTRAL] No, this is American public life.
[CUSTOMER][NEUTRAL] Oh, OK, that's why. OK, thank you.
[AGENT][POSITIVE] You're welcome, Miss [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Thank you. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.