AccountId: 011433970860
ContactId: 64c7154b-806b-43ba-8e07-7b9659ceb3cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186220 ms
Total Talk Time (AGENT): 55152 ms
Total Talk Time (CUSTOMER): 47478 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/64c7154b-806b-43ba-8e07-7b9659ceb3cd_20250116T20:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I was calling to verify liability location please.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Sure, it's F as in Frank 06498389.
[AGENT][NEUTRAL] OK, so that is not gonna be one of our policy numbers, [PII], um, do you maybe have their social I could search for them that way.
[CUSTOMER][NEUTRAL] Let me go into her chart one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] What was the name for the insured?
[CUSTOMER][NEUTRAL] The patient's name?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, well, I
[AGENT][NEUTRAL] Did not get a result with that social, um, I could try searching just their name, um, let's see.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] That was [PII], was the last name, is it [PII]?
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][NEUTRAL] Or see
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what state does [PII] live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do not have them in our system, [PII].
[CUSTOMER][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] One second, I'm sorry.
[AGENT][NEUTRAL] Mhm. No, you're fine.
[CUSTOMER][NEUTRAL] The number.
[CUSTOMER][NEGATIVE] Member service 844 maybe I'm calling the wrong number.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Oh yeah, no worries thank you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.