AccountId: 011433970860
ContactId: 6d4df41c-592b-4b76-ac69-3242f01e4163
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192360 ms
Total Talk Time (AGENT): 51749 ms
Total Talk Time (CUSTOMER): 68620 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/6d4df41c-592b-4b76-ac69-3242f01e4163_20250602T13:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. I'm I'm [PII] calling from CMS diagnostic service. I have a patient coming up. I need to check benefit eligibility, please.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with benefits. One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Mhm. You're welcome, no problem.
[AGENT][POSITIVE] OK. Thank you, ma'am, for your patience. Um, could I please get your name again and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII] [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Sure. It's 0257.
[CUSTOMER][NEUTRAL] 22534 MLA.
[AGENT][NEUTRAL] OK, and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] and this patient born [PII].
[AGENT][NEUTRAL] OK. Please repeat that policy number.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. It's 0257.
[CUSTOMER][NEUTRAL] 22
[CUSTOMER][NEUTRAL] 534.
[CUSTOMER][NEUTRAL] MLA.
[AGENT][NEUTRAL] OK, different members coming up under that number. Um, do you have the social? I could try to look them up that way.
[CUSTOMER][NEUTRAL] No, I don't have the social.
[AGENT][NEUTRAL] OK, I could try to look them up by name and date of birth. What's the last name again, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, let me spell for you because it's very strange. It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm. And the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and no one's coming up under that name either. If you could get the social or get them to give you the correct policy number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, let me know. I have to call you back because I don't have it, so I have to call the patient, OK?
[AGENT][NEUTRAL] OK, no problem, [PII].
[CUSTOMER][POSITIVE] Thank you so much thank you for your time for your service.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm.