AccountId: 011433970860
ContactId: 6005005d-7777-4633-92c4-628d28f70363
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152190 ms
Total Talk Time (AGENT): 57685 ms
Total Talk Time (CUSTOMER): 53298 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/6005005d-7777-4633-92c4-628d28f70363_20250421T16:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from Pro Of checking for patients eligibility.
[AGENT][NEUTRAL] OK, I did check eligibility for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] Um, my name is [PII].
[AGENT][NEUTRAL] OK, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm hm contact number is [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Mhm. The policy number is A as in apple 63051876.
[AGENT][NEUTRAL] OK, so that's not one of our policy numbers, [PII]. Uh, that's a bit too long and they do not begin with a letter. Do you have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Mm yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So sorry?
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Do you have their social? I could search for them that way. The number you gave me is not one of our policy numbers.
[CUSTOMER][NEUTRAL] Mhm, is there any way to pull?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Is there any way to pull the patient?
[AGENT][NEUTRAL] Do you have their social security number? I can search for them that way.
[CUSTOMER][NEUTRAL] Yeah. The security number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what was the name of the member?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[AGENT][NEUTRAL] OK, so I did not get a result with that social, um, so it does not look like this number is in our system.
[CUSTOMER][NEUTRAL] that patient was not found in your system.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, OK. May I know your name, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, OK, thank you for asking me. Can I have a call reference number for this call?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date and so my last initial is A.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, OK. Thank you for asking me. Have a nice day.
[AGENT][POSITIVE] Of course, you too. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.