AccountId: 011433970860
ContactId: 7b79dabc-12ea-4f58-b10c-fc588591a6ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197779 ms
Total Talk Time (AGENT): 50951 ms
Total Talk Time (CUSTOMER): 110147 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/7b79dabc-12ea-4f58-b10c-fc588591a6ad_20250116T13:56_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. This is [PII] calling from the provider's office.
[CUSTOMER][NEUTRAL] I just wanted to confirm that if I've landed to the right team or right person. Uh, well, as I said, I'm calling from the provider's office and I'm calling in today to check on the eligibility and benefits information for one of our policyholder.
[CUSTOMER][NEUTRAL] And the scholars related to medical.
[CUSTOMER][NEUTRAL] So, uh, uh, am I in the right way or the right person to talk to, or?
[AGENT][POSITIVE] Yes, sir, [PII], it would be my pleasure to assist you.
[AGENT][NEUTRAL] And what is a good callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh, sure. My callback number where you can reach us is [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And what is the policy number for the patient, please?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, you need the member ID?
[AGENT][NEUTRAL] Yes, sir, please.
[CUSTOMER][NEUTRAL] OK. Uh, American Public, the member ID is 984202.
[AGENT][NEUTRAL] What is the patient's name?
[CUSTOMER][NEUTRAL] Uh, the first name is [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII].
[AGENT][NEUTRAL] And what is [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] Uh, one second.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I just have to check it if that's the right one.
[AGENT][NEUTRAL] Yeah, because it's a different date of birth than what we have.
[CUSTOMER][NEUTRAL] OK. Let me check if I can pull up the system.
[AGENT][POSITIVE] OK. Take your time.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] Oh no. She has not mentioned the date of birth and ass. I may have to get back to the client.
[CUSTOMER][NEUTRAL] To get this information.
[CUSTOMER][NEUTRAL] Not a problem. I, we have the right number and I can contact once I get the information. Accidentally, I guess my team have provided me with the wrong date of birth.
[CUSTOMER][NEUTRAL] And I do not see SSN.
[CUSTOMER][NEUTRAL] So, uh, uh, could you just help me with your first name and the initial to your last name again?
[AGENT][NEUTRAL] The, my name is [PII]
[AGENT][NEUTRAL] First initial of my last name is [PII].
[CUSTOMER][NEUTRAL] Thank you. [PII], do we have a call uh reference number?
[AGENT][POSITIVE] It's going to be my name and today's date, and I spell my name [PII] I've already done that. I'm so sorry.
[CUSTOMER][NEUTRAL] Yeah, yeah
[CUSTOMER][POSITIVE] Thank you. Thank you so much, uh, [PII], for your time. And I'll definitely, uh, you know, get back and get the details and call back, OK?
[AGENT][POSITIVE] All right, well, it has been a pleasure to assist you, [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yes, I will. Thank you. You do have a wonderful day.
[AGENT][POSITIVE] Thank you. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.