AccountId: 011433970860
ContactId: 5077dcc6-2755-41cd-88ba-5e8e4bb3f04a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 332029 ms
Total Talk Time (AGENT): 104079 ms
Total Talk Time (CUSTOMER): 91717 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/5077dcc6-2755-41cd-88ba-5e8e4bb3f04a_20250403T20:52_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office to check eligibility. Could you please help me with that?
[AGENT][NEUTRAL] Sure, I can assist you with eligibility. I didn't quite catch your name. Can you repeat your name?
[CUSTOMER][NEUTRAL] [PII] My initial is [PII] like girl.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]. It is a direct line?
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I do not have member I can search it member's name and member's date of birth.
[AGENT][NEUTRAL] I'm sorry, can you repeat what you said?
[CUSTOMER][NEUTRAL] You can search with the member's name and member data.
[AGENT][NEUTRAL] OK, so you don't have the policy, right, um.
[CUSTOMER][NEUTRAL] OK, so you can, yes.
[AGENT][NEUTRAL] OK, what is the spelling of the last name?
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] All right, and what's the spelling of the first name?
[CUSTOMER][POSITIVE] Hey you're welcome
[CUSTOMER][NEUTRAL] This.
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] What's the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Thank you. And you said the date of birth is [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have an address for Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] It is fine.
[AGENT][NEUTRAL] I'm still searching and it is in [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] I'm not finding this member with that address. Uh do you happen to have probably a different address?
[CUSTOMER][NEUTRAL] No, I have phone number.
[AGENT][NEGATIVE] We cannot search my phone number.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have the social by any chance?
[CUSTOMER][NEUTRAL] I have even.
[CUSTOMER][NEUTRAL] Yes, sure, sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, if you have the social, I can use the social.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that was [PII], I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Yes, [PII]. Yes.
[AGENT][NEUTRAL] I don't have anybody under that social.
[CUSTOMER][NEUTRAL] OK. Uh, you find the mem the member's name?
[AGENT][NEUTRAL] I did not find it with the member's name and the date of birth, the address, or the social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Could you please spell your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK. May I know the call reference number?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date.
[CUSTOMER][POSITIVE] OK. Thank you for your help. Have a great day. Bye.
[AGENT][POSITIVE] You as well. Thank you for calling APL. Bye-bye, Mr. [PII].