AccountId: 011433970860
ContactId: 66efe579-4746-414b-b4ac-4dc376f6b65c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141039 ms
Total Talk Time (AGENT): 57209 ms
Total Talk Time (CUSTOMER): 49317 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/66efe579-4746-414b-b4ac-4dc376f6b65c_20250220T16:16_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I just want to check the elig of the patient. Can you help me out there, please?
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility, [PII]. What is the callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII] and what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Policy number is 94,994,312,900.
[AGENT][NEUTRAL] I that is not the APL policy number, [PII]. Do you have another policy number for the patient?
[CUSTOMER][NEUTRAL] No, ma'am. I don't have, go with the member name.
[AGENT][NEUTRAL] Yeah, let me get to that screen and we'll look it up by name. What is the patient's last name?
[CUSTOMER][NEUTRAL] It is [PII]. It is [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And last name [PII]
[CUSTOMER][NEUTRAL] Sorry, uh [PII].
[AGENT][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] OK, thank you. Now I am unable to locate that name in our system. Do you have the patient's social security?
[CUSTOMER][NEUTRAL] No, I don't have.
[AGENT][MIXED] Enjoy unfortunately with the
[AGENT][NEGATIVE] Information provided. I am unable to locate the the patient in our system.
[CUSTOMER][POSITIVE] OK, ma'am. Sure, thank you so much. Can you spell your name, ma'am?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK, sure. Thank you so much, ma'am. Have a nice day. Bye-bye.
[AGENT][POSITIVE] I hope you have a wonderful