AccountId: 011433970860
ContactId: 4d036f50-6c7f-4aa1-b99a-b3ec0d5cd8a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118529 ms
Total Talk Time (AGENT): 35054 ms
Total Talk Time (CUSTOMER): 34766 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/4d036f50-6c7f-4aa1-b99a-b3ec0d5cd8a2_20250102T14:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, yes, I'm just trying to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Yep my name's [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yep it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, it's R 000030354161.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have their social?
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] Um, whose name is the policy in?
[CUSTOMER][NEUTRAL] Uh first name is [PII]. Last name I'll spell it. It's [PII]
[AGENT][NEUTRAL] That was [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Hold on just a moment. I'll see if I can find it by the name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not showing that name in our system.
[CUSTOMER][POSITIVE] OK, no worries, I'll check back with the patient and see.
[CUSTOMER][NEUTRAL] it's a different insurance, thank you.
[AGENT][POSITIVE] OK, I apologize for that. Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][POSITIVE] Mm, thank you. Bye-bye.