AccountId: 011433970860
ContactId: 7fc5dfcd-25f5-47f1-ae50-3be640c46e58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126000 ms
Total Talk Time (AGENT): 57361 ms
Total Talk Time (CUSTOMER): 40010 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/7fc5dfcd-25f5-47f1-ae50-3be640c46e58_20250128T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi I am calling for eligibility for a patient.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you. uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my extension is [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I don't, so that's another thing that I need um, I have a social if that would help.
[AGENT][POSITIVE] Oh, that's OK. Yes, absolutely I can search that way.
[CUSTOMER][NEUTRAL] OK, it is [PII].
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what was the name for the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, I see.
[AGENT][NEUTRAL] I did not get a result with that social let me read that back, make sure I heard that correctly.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] Yeah, that's what I got.
[AGENT][NEUTRAL] Mm, no, I didn't get a result with that. Let me try searching just her name. You said it was um [PII]?
[CUSTOMER][NEUTRAL] Um, it's actually with an [PII] at the end.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the first name is uh [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK, one moment.
[AGENT][NEUTRAL] OK, now I don't have anyone with that name in our system, [PII].
[CUSTOMER][POSITIVE] Oh, OK, well thank you so much for trying.
[AGENT][POSITIVE] Yeah, sorry about that. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's OK. No, that was all.
[AGENT][POSITIVE] Alright, well thanks for calling API. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Mhm you too thanks bye bye.
[AGENT][POSITIVE] Thank you