AccountId: 011433970860
ContactId: 60301e36-b343-4d4f-867e-e309188fa812
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180500 ms
Total Talk Time (AGENT): 47214 ms
Total Talk Time (CUSTOMER): 70178 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/2025/05/08/60301e36-b343-4d4f-867e-e309188fa812_20250508T14:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, good morning. This is [PII] calling from Porter's office checking for patients eligibility.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Can you please give me your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And facility name Regs of University of Michigan.
[AGENT][NEUTRAL] OK, thank you very much, [PII]. What is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, so my ID I have your uh policy ID 684129957, patient name.
[CUSTOMER][NEUTRAL] [PII] and the last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK. Do you see a different policy number? That is not one of our policy numbers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can you please search with the patient first name and the last name?
[AGENT][NEUTRAL] Yes, will you spell the first name, please?
[CUSTOMER][NEUTRAL] Yes, sir. The patient first time I have here. [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Looking in my computer system we do not have a Chiquita Wells in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just give me a second here.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] So patient notes on, right? With the member ID and the patient name.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And can you please tell me your name? I mentioned it.
[AGENT][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][NEUTRAL] And do you have any call reference number?
[AGENT][NEUTRAL] You can use my name and today's date.
[CUSTOMER][POSITIVE] Thank you so much for your for assisting me today. Have a nice day. Bye-bye.
[AGENT][POSITIVE] You too, [PII]. Thank you for having um calling APL. I hope you have a nice day also. Bye-bye, sir.
[CUSTOMER][NEUTRAL] Bye-bye.