AccountId: 011433970860
ContactId: 70de18f0-88df-48d3-b841-ac72c6451637
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155100 ms
Total Talk Time (AGENT): 64286 ms
Total Talk Time (CUSTOMER): 48868 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/70de18f0-88df-48d3-b841-ac72c6451637_20250127T16:59_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi [PII], this is [PII]. I just wanna check the LP of the patient. Can you help me out there, please?
[AGENT][POSITIVE] I can help you with that eligibility, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient please ma'am?
[CUSTOMER][NEUTRAL] Policy number I don't have, ma'am. Go with the member name.
[AGENT][NEUTRAL] All right. And what is the patient's last name?
[CUSTOMER][NEUTRAL] Last name is [PII].
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] First name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] And what state does Mr. [PII] live in?
[CUSTOMER][NEUTRAL] Patient?
[AGENT][NEUTRAL] Yes, what state is the [PII]? OK, thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I have a lot of [PII], so bear with me just one moment.
[AGENT][NEUTRAL] Do you happen to have his social? I don't see a [PII] in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are able to find any information?
[AGENT][NEUTRAL] Not under that name for a patient in [PII]. Do you happen to have the social?
[CUSTOMER][NEUTRAL] Uh, social security, I don't have.
[AGENT][NEUTRAL] I'm not able to locate him by that name.
[AGENT][NEUTRAL] Do you have an APL ID card?
[CUSTOMER][NEUTRAL] No, ma'am. Nothing is the information.
[AGENT][NEUTRAL] Just the name.
[CUSTOMER][NEUTRAL] Only, OK.
[AGENT][NEGATIVE] Yeah, unfortunately I'm not able to locate him by just the name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] If you can get an APL ID card, please call us back. We'll be happy to assist you assist you or social.
[CUSTOMER][NEUTRAL] Oh, OK, ma'am. Sure.
[CUSTOMER][NEUTRAL] OK, ma'am. Unable to find any information, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, ma'am. Thank you, ma'am. Have a nice day. Bye-bye.
[AGENT][POSITIVE] [PII], thank you for calling APL. Hope you have a wonderful day as well. Take care.
[CUSTOMER][NEUTRAL] Bye-bye. Bye-bye.
[AGENT][NEUTRAL] Bye bye.