AccountId: 011433970860
ContactId: 635f7daf-ced3-4d72-8448-d3d882e84478
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285869 ms
Total Talk Time (AGENT): 67862 ms
Total Talk Time (CUSTOMER): 81111 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/635f7daf-ced3-4d72-8448-d3d882e84478_20250606T15:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office, checking on patient eligibility.
[AGENT][NEUTRAL] OK, [PII], I'm happy to check on eligibility. Do we have a policy number?
[CUSTOMER][NEUTRAL] Yes, I have policy number. The policy number um ID is F for Frank 08.
[CUSTOMER][NEUTRAL] 677-764
[AGENT][NEUTRAL] Can you, I'm sorry, [PII], will you start over from the beginning one more time?
[CUSTOMER][NEUTRAL] Yes, F for Frank, 08677764.
[AGENT][NEGATIVE] Unfortunately, that's not coming up as a policy number. Do you have their name or social?
[CUSTOMER][NEUTRAL] Yes, I have name. Can you please search with name and date of birth?
[AGENT][NEUTRAL] Mhm. What's the name?
[CUSTOMER][NEUTRAL] Name is [PII].
[CUSTOMER][NEUTRAL] Shall I spell?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Yes, the first name is [PII]. You want middle name?
[CUSTOMER][NEUTRAL] the one.
[AGENT][NEUTRAL] I don't need the middle name, just the last name.
[CUSTOMER][NEUTRAL] His last name is [PII].
[AGENT][NEUTRAL] OK, let me try by name. One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And just to confirm, last name, [PII], correct?
[CUSTOMER][NEUTRAL] It's not [PII].
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] What state do they live in?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] What is the patient's date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, so with that information, I'm unfortunately not able to find a member plan where that information matches.
[CUSTOMER][NEUTRAL] OK. Can you please spell your name?
[AGENT][NEUTRAL] My name is spelled [PII].
[CUSTOMER][NEUTRAL] [PII]? [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, can I get call reference number?
[AGENT][NEUTRAL] Yes, call references my name or today's date.
[CUSTOMER][POSITIVE] OK, thanks for the information. Have a nice day. Bye-bye.
[AGENT][NEUTRAL] You as well. Bye bye [PII].