AccountId: 011433970860
ContactId: 59c8a333-79eb-4f97-a1ec-b3f833004d4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166240 ms
Total Talk Time (AGENT): 36382 ms
Total Talk Time (CUSTOMER): 77540 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/59c8a333-79eb-4f97-a1ec-b3f833004d4b_20250508T19:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the product's office, checking on eligibility for the patient.
[AGENT][POSITIVE] I'd be happy to assist with eligibility today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it's [PII]. It's a direct line.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is
[CUSTOMER][NEUTRAL] 6609523079.
[AGENT][NEUTRAL] 66
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have a social?
[CUSTOMER][NEUTRAL] One moment, I'll just check once.
[CUSTOMER][NEUTRAL] No, I don't have any.
[AGENT][NEUTRAL] What's the um what's the patient's name?
[CUSTOMER][NEUTRAL] I don't have the social security number.
[CUSTOMER][NEUTRAL] Yes, the patient's first name is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's [PII] and the last name is [PII].
[AGENT][NEUTRAL] Um, I'm gonna need you to spell the first name for me.
[CUSTOMER][NEUTRAL] Yes, Mr [PII].
[CUSTOMER][NEUTRAL] [PII], that is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm not sure we have anyone in our system by that name.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, thank you. Can you please provide me the call reference number for this call?
[AGENT][NEUTRAL] Reference is just my name [PII] and last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] And I'm so yeah, I'm so sorry. I just missed your name. Can you please spell out your name for me?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you, thank you, [PII]. Thank you for assisting me. Have a good day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.