AccountId: 011433970860
ContactId: 64541420-df19-4b8f-b088-9f5d7b7f983f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263720 ms
Total Talk Time (AGENT): 46452 ms
Total Talk Time (CUSTOMER): 82606 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/64541420-df19-4b8f-b088-9f5d7b7f983f_20250527T19:31_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 the provider's office for checking on an eligibility and benefit status for the patient.
[AGENT][POSITIVE] OK, I'm happy to check eligibility and benefits today. What's the policy number?
[CUSTOMER][NEUTRAL] The member ID is uh one second, please. Sorry for that.
[CUSTOMER][NEUTRAL] It is 0011.
[CUSTOMER][NEUTRAL] 354-853
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the patient's full name is, uh, [PII]. [PII] is the patient's date of birth.
[AGENT][NEUTRAL] OK, so the phone is breaking up really bad, [PII]. Can you repeat the policy number one more time?
[CUSTOMER][NEUTRAL] Sure. Uh, sorry for that. Uh, I'll just repeat that again. Uh 0011354853.
[AGENT][NEUTRAL] That doesn't come up as a policy number, um.
[CUSTOMER][NEUTRAL] Can you check with the patient's first name and last name, please?
[AGENT][NEUTRAL] Yeah, what's the first name?
[CUSTOMER][NEUTRAL] Uh, [PII]. Last name, [PII].
[AGENT][NEUTRAL] OK, let me try with that one moment.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Do you by chance have the patient's social?
[CUSTOMER][POSITIVE] No, no, ma'am I'm really sorry for that.
[AGENT][NEGATIVE] Not finding anything that matches that name, unfortunately.
[CUSTOMER][POSITIVE] Uh, oh, no issues, ma'am. Uh, thanks so much for this information. Uh, and, uh, if you don't mind, can you please, uh, spell your name for me?
[AGENT][NEUTRAL] My name is spelled [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] Thank you so much, ma'am. And again, thank you so much for assisting me today and have a great day. Bye.
[AGENT][NEUTRAL] You too, bye.