AccountId: 011433970860
ContactId: 6a9b4e8f-8f2b-47a5-82f8-24e5e8d71653
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228830 ms
Total Talk Time (AGENT): 61246 ms
Total Talk Time (CUSTOMER): 89088 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/6a9b4e8f-8f2b-47a5-82f8-24e5e8d71653_20250227T16:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. This is [PII] calling you from the provider's office to check on members' eligibility. Could you please help me with that?
[AGENT][NEUTRAL] Of course I could check eligibility for you. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 383-497-040.
[AGENT][NEUTRAL] OK, that's going to be a bit too long to be one of our policy numbers, [PII], um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Social Security number, I don't have, but let me check that for you.
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Uh, uh, unfortunately, I don't have the
[CUSTOMER][NEUTRAL] It's the same number. The only thing I have is the uh uh certification number.
[AGENT][NEUTRAL] OK, um, again that's gonna be too long to be one of our policy numbers [PII]. uh, I can try searching if you wouldn't mind spelling out their first and last name for me. I could try searching that way.
[CUSTOMER][NEUTRAL] Sure, sir.
[CUSTOMER][NEUTRAL] Sure, sure, sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the first name is
[CUSTOMER][NEUTRAL] [PII], sorry, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the last name is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII], one moment.
[CUSTOMER][NEGATIVE] You die.
[AGENT][NEUTRAL] OK, I don't have anyone with that name in our system, [PII].
[CUSTOMER][NEUTRAL] And I don't have any.
[CUSTOMER][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Are you not able to find with 838-497-04?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, with the certification number, you are not able to find the number?
[AGENT][NEGATIVE] No, I wasn't able to find the member uh with that number you gave me or with their name.
[AGENT][NEUTRAL] We have no one with that name in our system.
[CUSTOMER][NEUTRAL] And that's all.
[CUSTOMER][POSITIVE] Not a problem. Could you please help me the reference number for this call?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, well thanks for calling APL. You too. Thank you. Bye bye.
[CUSTOMER][POSITIVE] Good day. Bye for today.
[CUSTOMER][NEUTRAL] Bye-bye.