AccountId: 011433970860
ContactId: 44d29224-6b46-4d1e-b0ff-78dddf472af4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233669 ms
Total Talk Time (AGENT): 66242 ms
Total Talk Time (CUSTOMER): 87387 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/44d29224-6b46-4d1e-b0ff-78dddf472af4_20250217T15:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm sorry, your name was what?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] This is [PII] with Mountain View Healthcare, and I needed to verify benefits for a skilled nursing facility.
[AGENT][POSITIVE] OK. Can I get your um callback number, Miss [PII], so I can get the benefits for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is the name of the patient?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your policy number please.
[CUSTOMER][NEUTRAL] There are 500.
[CUSTOMER][NEUTRAL] 763-048-8
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, that policy number is not pulling in for me. Let me read it back. There's 50073048.
[CUSTOMER][NEUTRAL] I'm sorry you were cutting out 763-048-8?
[AGENT][NEUTRAL] OK, that's not pulling up me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um if I could send her by her name.
[CUSTOMER][NEUTRAL] Her name [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm not finding a [PII] in our system.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am, I'm not finding that in our system.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] You can't look by social.
[AGENT][NEUTRAL] Yes, what is your social?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Oh my goodness, what in the world?
[CUSTOMER][NEUTRAL] We have an alarm going off and it is just um.
[AGENT][NEUTRAL] I heard that.
[CUSTOMER][NEGATIVE] Messing me up. I can't even.
[AGENT][POSITIVE] I hope everything's OK.
[CUSTOMER][NEUTRAL] Because I had the social just a second ago and now I can't find it, um.
[CUSTOMER][NEUTRAL] Oh here it is [PII].
[AGENT][NEUTRAL] OK, let me look it up that way.
[CUSTOMER][POSITIVE] Really quick
[AGENT][NEUTRAL] Yes it's not pulling in with the social security number either.
[CUSTOMER][NEUTRAL] OK, all right then the hospital has something wrong and and maybe maybe Medicare does too. OK, that'll be fine. I will wait until I get some cards and maybe that's something old that she, she had. OK, I'm sorry thank you very much.
[AGENT][POSITIVE] Yes ma'am. OK, no, it's OK, Miss [PII]. Have a good rest of your day and thanks on APL.
[CUSTOMER][POSITIVE] Thank you, huh you too bye.
[AGENT][NEUTRAL] Mm bye bye.