AccountId: 011433970860
ContactId: 7385547f-d8ec-4d26-ac83-5d57f20ec272
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153380 ms
Total Talk Time (AGENT): 63280 ms
Total Talk Time (CUSTOMER): 58462 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/7385547f-d8ec-4d26-ac83-5d57f20ec272_20250505T21:05_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL this.
[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, I am calling from Harris Health. I'm trying to see if, uh, I have this patient is active with multi plan.
[AGENT][NEUTRAL] OK, I can help you with eligibility for a patient and can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And my contact number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], and what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It's with Harris Health.
[AGENT][NEUTRAL] OK, and can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And her ID number is [PII].
[AGENT][NEUTRAL] OK, do you see another number um for Ms. [PII]?
[AGENT][NEUTRAL] Because that's not one of our policy numbers or if you have her social I can give you I can look it up with her social also.
[CUSTOMER][NEUTRAL] It's not, OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me check just a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] I'm not sure if this is an APL or not. This just says multi plan, so I'm not sure. I don't, there's not an ID card in there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can still check and see.
[AGENT][NEUTRAL] OK, I do not see Ms [PII] in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so is there, should I call a different number for that?
[AGENT][NEUTRAL] I have the the number to multi plan if you wanna call there.
[CUSTOMER][POSITIVE] Yes ma'am, please.
[AGENT][NEUTRAL] Yes, that's 1-800.
[AGENT][NEUTRAL] 457.
[AGENT][NEUTRAL] 1403.
[CUSTOMER][POSITIVE] Alright alright well thank you.
[AGENT][POSITIVE] You're so welcome you have a good week and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm. Bye-bye, Ms. [PII].