AccountId: 011433970860
ContactId: 5d3de3a7-0ff5-4fab-a6fe-124d8197b184
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170800 ms
Total Talk Time (AGENT): 81967 ms
Total Talk Time (CUSTOMER): 47505 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/5d3de3a7-0ff5-4fab-a6fe-124d8197b184_20250602T12:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] I'm calling from Ascension Medical Group, [PII], and I'm trying to confirm eligibility for a member.
[AGENT][POSITIVE] OK, I'll be glad to help you, [PII]. Go ahead and give me a good policy number, please, ma'am.
[CUSTOMER][NEUTRAL] Uh, the policy number I have is 000M as in Mary1M118048.
[AGENT][NEUTRAL] Oh wait, that is not one of APO's policy numbers. [PII], do you see anything? It's like an eight digit numbers, certificate number?
[CUSTOMER][NEUTRAL] No, that was the information that was given to me. OK.
[AGENT][NEUTRAL] Oh wait, OK, let me get over here and I'll try to look it up by name. So what's the uh patient or insured last name?
[CUSTOMER][NEUTRAL] The last name is [PII]
[AGENT][NEUTRAL] And the first name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, that's a common name. I'm not sure. Let's see if I can just key that in. Roger.
[AGENT][NEUTRAL] Oh, we, we only have 3, so hang on, let me just check each one of them. Let's see, bear with me just a moment. I'm gonna try to find your patient.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let's see. Oh, yes, ma'am.
[AGENT][NEUTRAL] What is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, let me see that's not here.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] No, we only have 3 [PII] on my system, mm, none of them has that date of birth, so I am so sorry, but what you would need to uh ask that patient, [PII] is tell them we need their certificate number on their APL uh card, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, I appreciate it thank you so much.
[AGENT][NEUTRAL] All right. Well, yes, ma'am. Is that all I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Uh, yes, that is all. Thank you.
[AGENT][POSITIVE] All right. Well, yes, ma'am, and thanks for calling APO. You have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.