AccountId: 011433970860
ContactId: 588e2889-d0f5-4e9e-9c6f-397ad910c0ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306779 ms
Total Talk Time (AGENT): 64478 ms
Total Talk Time (CUSTOMER): 94692 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/588e2889-d0f5-4e9e-9c6f-397ad910c0ab_20250603T20:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, definitely. This is [PII]. I'm calling you from Jackson Memorial Hospital, and I would like to check eligibility for one of your purchases.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Did you say [PII]?
[CUSTOMER][NEUTRAL] E
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, and do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] It's going to be 025.
[CUSTOMER][NEUTRAL] 56461 Mary Lima 8.
[AGENT][NEUTRAL] Uh, I think I may have typed something wrong. And what, what was the number again?
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 55.
[CUSTOMER][NEUTRAL] D for.
[CUSTOMER][NEUTRAL] 61.
[CUSTOMER][NEUTRAL] Letter [PII] Lima 8 at the end.
[AGENT][NEUTRAL] OK, 02558461.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Sit in seat 856.
[AGENT][NEUTRAL] 02551568.
[CUSTOMER][NEUTRAL] Um, let me repeat it back to you one more time, OK?
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] Fine, fine.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] 81.
[CUSTOMER][NEUTRAL] Later, [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Lima 8 at the end.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the name and first and last name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth, [PII].
[AGENT][NEUTRAL] OK. And [PII] Is that right?
[CUSTOMER][NEUTRAL] So [PII], yes.
[AGENT][NEUTRAL] And the first name was, I, I didn't catch the first name.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], how do you spell it?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, well that's good. OK.
[AGENT][NEUTRAL] Yeah, I'm not pulling that up in our system. OK, just to make sure that it was.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] No. No, no, no, no, no, no.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm, I'm not pulling that up. Um.
[AGENT][NEUTRAL] You have a social?
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] There is not any social.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me try the policy number one more time. Will you give it to me one more time?
[CUSTOMER][NEUTRAL] Uh, and I'm trying to call.
[CUSTOMER][NEUTRAL] OK.