AccountId: 011433970860
ContactId: 55fe7e80-045a-4a30-adbb-1956bd0f9b3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170309 ms
Total Talk Time (AGENT): 76091 ms
Total Talk Time (CUSTOMER): 42783 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/55fe7e80-045a-4a30-adbb-1956bd0f9b3b_20250310T19:47_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Wis office. I'm calling to check on eligibility information only.
[AGENT][POSITIVE] Hi [PII], I'll be glad to help you. Go ahead and give me a good policy number.
[CUSTOMER][NEUTRAL] Yeah, I have a D as in David 42026694.
[AGENT][NEUTRAL] Alright [PII], that is not one of APO's policy numbers. Do you say your certificate number starts with a 01 or 02 8 digits?
[CUSTOMER][NEUTRAL] No, I don't have.
[AGENT][NEUTRAL] Alright, [PII], would you happen to have the insured social?
[CUSTOMER][NEUTRAL] No, I don't have that. I have patient name and address.
[AGENT][NEUTRAL] All right, go ahead and, uh, what's the last name, [PII]?
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Spell that
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, [PII] OK, and what's the uh first name?
[CUSTOMER][NEUTRAL] His first name is uh [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] All right, let me try to find it for you. So hold on just a moment for me, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] What's your patient's date of birth, [PII]?
[CUSTOMER][NEUTRAL] Uh, there's a [PII].
[AGENT][NEUTRAL] Oh, it's [PII]. I am so sorry, but I'm not finding anybody with that name.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] On my system at all. So I would suggest, yeah, oh, you're so welcome, [PII]. I would just suggest get in contact with that patient and get their certificate number, OK?
[CUSTOMER][POSITIVE] Yeah, OK. Thank you so much.
[CUSTOMER][NEUTRAL] OK, before that, uh, could you please spell your name for me?
[AGENT][NEUTRAL] I sure can. [PII], it's [PII] spelled [PII]
[CUSTOMER][NEUTRAL] And may I know the call reference number?
[AGENT][NEUTRAL] We do not give call reference numbers, [PII], but you can't.
[AGENT][NEUTRAL] Use my name today's date, OK?
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a wonderful day. Take care.
[AGENT][POSITIVE] You, you as well, [PII]. Thank you, sir. Bye-bye.