AccountId: 011433970860
ContactId: 5ab87c06-e2bb-43fc-9fd3-ee23e0f147a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120349 ms
Total Talk Time (AGENT): 26321 ms
Total Talk Time (CUSTOMER): 63072 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/5ab87c06-e2bb-43fc-9fd3-ee23e0f147a5_20250611T19:54_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] with the provider. OK, patient eligibility and benefits.
[AGENT][POSITIVE] I'm sure, [PII] I can assist you with benefits. Um first, could I get a call back?
[CUSTOMER][NEUTRAL] Oh, actually.
[CUSTOMER][NEUTRAL] Um, actually this might not be for you guys. I think they put the wrong policy number. OK, but we can, I'm gonna go ahead and try and see. I think this is wrong. I don't know, but I'm gonna see. I don't have it. I think this is the wrong policy number. Can I go ahead and give you their name and date of birth instead?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yes. What's the last name?
[CUSTOMER][NEUTRAL] OK, [PII]
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK. And the first name?
[CUSTOMER][NEUTRAL] [PII] is this.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Oh, you found him?
[AGENT][NEUTRAL] Um, no, I'm waiting on my system is searching.
[CUSTOMER][NEUTRAL] I think you might have Transamerica.
[AGENT][NEUTRAL] Yeah, no one's coming up under that name. I can try the social if you have that.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think they put the wrong thing, yeah, I think they put the wrong thing. OK, his social is.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] Yeah, no one's coming up under that social.
[CUSTOMER][NEUTRAL] Yeah I think I think I know who to call. I think they put the wrong plan. OK, thank you.
[AGENT][POSITIVE] Yeah, thank you for calling [PII]. Have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thanks, bye-bye.