AccountId: 011433970860
ContactId: 8310ba34-138f-4a10-903e-0891001d1447
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197830 ms
Total Talk Time (AGENT): 36800 ms
Total Talk Time (CUSTOMER): 72854 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/8310ba34-138f-4a10-903e-0891001d1447_20250523T15:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good morning. This is [PII] from Kaine Holl Marine Neurology. I just want to verify eligibility and benefits for one of your members.
[AGENT][POSITIVE] All right, I'm happy to check on benefits and eligibility. Can I get the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, uh, the members ID that I have here, um, do you want, uh, the
[CUSTOMER][NEUTRAL] Letters as well or just the numeric part?
[AGENT][NEUTRAL] It should be a policy certificate number. It should be just numeric.
[CUSTOMER][NEUTRAL] Um, I have here 683-787-563.
[AGENT][NEUTRAL] What is the patient's first and last name?
[CUSTOMER][NEUTRAL] Yes, this is for [PII]. Date of birth, um [PII].
[AGENT][NEUTRAL] That number did not bring up a policy. Um, last name is [PII].
[CUSTOMER][POSITIVE] Yes, [PII]
[AGENT][NEUTRAL] First name again?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What state do they live in?
[CUSTOMER][NEUTRAL] Let me check that one here, um, it's in [PII].
[CUSTOMER][NEUTRAL] Yeah, um
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Not finding anything that matches that member's information. Do you have their social?
[CUSTOMER][NEUTRAL] Um, it just depends.
[CUSTOMER][NEGATIVE] Unfortunately I don't have other social security number so the member's ID that I have given you is not pulling up the member's account, right?
[AGENT][NEUTRAL] Yeah, it doesn't pull up an active or valid policy.
[CUSTOMER][POSITIVE] Alright, so let me just call the patient and confirm the member ID or the correct member ID. Thank you for your hold and have a great and have a great day. OK, bye for now.
[AGENT][NEUTRAL] You too. Bye bye.