AccountId: 011433970860
ContactId: 6e295ea3-55bb-46b7-9fb5-c61cfd7cf711
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178740 ms
Total Talk Time (AGENT): 85440 ms
Total Talk Time (CUSTOMER): 44949 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/6e295ea3-55bb-46b7-9fb5-c61cfd7cf711_20250416T17:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] calling on behalf of North O Lisa Medical Center. I'm calling to see if a patient is, um, has eligibility.
[AGENT][NEUTRAL] OK, I can check eligibility for you, Ms [PII]. You said [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK thank you ma'am and then what is your callback number just in case the call is dropped I can call you right back.
[CUSTOMER][NEUTRAL] It is [PII] I'm sorry [PII].
[AGENT][NEUTRAL] Thank you. And then can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] I have [PII] [PII] policy number I have is 021-73601.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] And you said it was for [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let me repeat the policy number to you. 021-73601.
[CUSTOMER][POSITIVE] Yes ma'am, that's what was given to me.
[AGENT][NEUTRAL] 02173601. OK, I'm showing that that policy is actually uh for a different member. It's not for [PII].
[CUSTOMER][NEGATIVE] Hm. Well, that's not good.
[AGENT][NEUTRAL] But let's look, let me know. But I'm gonna try to uh look him up by his name and see if maybe he just had a digit off or something on his policy number.
[CUSTOMER][POSITIVE] OK, sounds good thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's gonna be medical.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] For [PII], I do not see any active policies at this time with us.
[CUSTOMER][POSITIVE] OK, no active policy. OK, perfect, thank you.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] OK, you're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No ma'am thank you.
[AGENT][POSITIVE] You're very welcome. Have a wonderful [PII] and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.