AccountId: 011433970860
ContactId: 55c45878-f212-4c7b-b044-8f40a661530a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161610 ms
Total Talk Time (AGENT): 51831 ms
Total Talk Time (CUSTOMER): 64510 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/55c45878-f212-4c7b-b044-8f40a661530a_20250220T15:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and my last name is [PII]. I'm calling from office to verify the member's eligibility and benefits.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is a good call back number?
[CUSTOMER][POSITIVE] It would be my pleasure.
[CUSTOMER][NEUTRAL] [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And the policy number for the patient, please?
[CUSTOMER][NEUTRAL] And the policy number for the patient, please.
[CUSTOMER][NEUTRAL] F as in Foxtrot 03515456.
[AGENT][NEUTRAL] That is not the APL policy number.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, wait a moment. I'm checking on my system.
[CUSTOMER][POSITIVE] But I have only this policy member. Anyway, thank you so much for your time.
[AGENT][POSITIVE] It's been my pleasure. Now I can do a name search if you would like.
[CUSTOMER][POSITIVE] It's been my pleasure
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] What is the last name of the patient?
[CUSTOMER][NEUTRAL] What is the last name of the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] And the first name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Last name [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I was unable to locate the patient by name. If you have a social, I can try that as well.
[CUSTOMER][NEUTRAL] No, the member has no social security number.
[AGENT][NEUTRAL] And is the insurance for APL?
[CUSTOMER][NEUTRAL] Yes, and there is no member ID card.
[AGENT][NEGATIVE] Yeah, unfortunately, I'm unable to locate the patient by that information.
[CUSTOMER][POSITIVE] Yeah, thank you so much. Could you please spell out your name for me?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Thank you so much for your time, and I wish you to have a wonderful day. Bye-bye.
[AGENT][POSITIVE] I hope you have a wonderful day as well, [PII]. Thank you for calling APL.
[CUSTOMER][POSITIVE] I hope you have a wonderful day as well. Thank you for calling APS.
[AGENT][NEUTRAL] Bye bye.