AccountId: 011433970860
ContactId: 7c725e97-be1d-4ea3-9449-8c57c7b7c2f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139809 ms
Total Talk Time (AGENT): 45747 ms
Total Talk Time (CUSTOMER): 63748 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/7c725e97-be1d-4ea3-9449-8c57c7b7c2f8_20250610T20:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from provider's office regarding member eligibility.
[AGENT][NEUTRAL] OK, I can check eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII] with extension [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I have a policy number as 353-46198.
[AGENT][NEUTRAL] OK, so that's going to be a bit too long to be one of our policy numbers, [PII]. Uh, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEGATIVE] Unfortunately, I don't have the member's social. Is there a possible chance to search with member's first name and last name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, if you wouldn't mind spelling out the first and last name for me please.
[CUSTOMER][NEUTRAL] Sure, sure. My first name is spelled [PII].
[CUSTOMER][NEUTRAL] And the last name it's spelled [PII].
[AGENT][POSITIVE] OK, got it, thank you one moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, um, I don't have anyone with that name in our system, [PII].
[CUSTOMER][POSITIVE] Sure. Uh, no problem. Thank you so much for that. And so for the confirmation, the ID that I provided is incorrect and with the name search no member was found, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And for the reference number, it's your name on today's date, right?
[AGENT][NEUTRAL] My first name, last initial in today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Thank you so much for that.
[CUSTOMER][POSITIVE] No, that's all for today. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][POSITIVE] Thank you. Bye bye.