AccountId: 011433970860
ContactId: 7e344253-ae20-4ac9-9478-515edd2360df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168710 ms
Total Talk Time (AGENT): 47944 ms
Total Talk Time (CUSTOMER): 48949 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/7e344253-ae20-4ac9-9478-515edd2360df_20250515T20:01_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How [PII]
[CUSTOMER][NEUTRAL] Hi, this is [PII], and I'm calling from Trend Medical Center at that time.
[CUSTOMER][NEUTRAL] Could you please help me with the eligibility and benefits?
[AGENT][NEUTRAL] Sure and is this for service in an office setting outpatient facility or inpatient?
[CUSTOMER][NEUTRAL] Outpatient facility.
[AGENT][NEUTRAL] OK, do you have the policy number, [PII]?
[CUSTOMER][NEUTRAL] 370206404
[AGENT][NEUTRAL] Is that a social security number?
[CUSTOMER][NEUTRAL] No, this is the policy number.
[AGENT][NEUTRAL] OK, that's not an APL policy number. Do you have a copy of the card?
[CUSTOMER][NEUTRAL] I don't have the copy of the drive with the name and the date of birth.
[AGENT][NEUTRAL] Can you spell the first and last name please?
[CUSTOMER][NEUTRAL] The first name is [PII].
[CUSTOMER][NEUTRAL] Last name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. One moment.
[AGENT][NEUTRAL] OK I'm not showing anyone under [PII].
[CUSTOMER][NEUTRAL] No, the last name is [PII], sorry, [PII].
[AGENT][NEUTRAL] OK, I missed the other letters give me one moment.
[AGENT][NEUTRAL] So the last name is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not showing under anything under Ada [PII]
[CUSTOMER][NEUTRAL] Could you please uh
[CUSTOMER][NEUTRAL] You spell out your good name.
[AGENT][NEUTRAL] You'll use my name in today's date as reference for today's call [PII]
[AGENT][NEUTRAL] First initial last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much on that. That's the information I needed from your side. Have a nice day and bye-bye.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.