AccountId: 011433970860
ContactId: 7754a39a-1f84-405b-a60c-003821ddeffa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183460 ms
Total Talk Time (AGENT): 57282 ms
Total Talk Time (CUSTOMER): 66006 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/7754a39a-1f84-405b-a60c-003821ddeffa_20250505T19:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider's office for checking on an eligibility status for the patient.
[AGENT][NEUTRAL] OK, I can check eligibility for a patient for you, Miss [PII]. Can I please get your call back number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number is [PII]. 1st name, [PII]. Last name, [PII].
[CUSTOMER][NEUTRAL] [PII] is the patient's date of birth.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Do you see another policy number? That's a very long number for our policies. It has two digits.
[CUSTOMER][NEUTRAL] Uh, no, ma'am. I only have this one.
[AGENT][NEUTRAL] Let me see if can find them by their name real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK. I am not finding a patient in our system with that name.
[AGENT][NEUTRAL] Do you have their social? I can look that way also.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Sorry, ma'am, I don't have that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, yes, that policy number is too long to be ours.
[CUSTOMER][POSITIVE] Uh, no issues.
[CUSTOMER][NEUTRAL] Oh, OK. Uh, and, uh, ma'am, is there any policy reference number for your account?
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much, ma'am. Again, thank you so much for patiently assisting me today. Have a great day. Bye.
[AGENT][POSITIVE] You too, Ms. [PII]. You have a beautiful week and thank you for calling APL.
[AGENT][NEUTRAL] Bye bye ma'am.