AccountId: 011433970860
ContactId: 8414fb70-a2fd-44b4-bdb2-4dd374a09e0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228539 ms
Total Talk Time (AGENT): 63881 ms
Total Talk Time (CUSTOMER): 96068 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/8414fb70-a2fd-44b4-bdb2-4dd374a09e0c_20250106T14:49_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from Florida KLLC checking on patient eligibility.
[AGENT][POSITIVE] I'm sure I can assist you with benefits. Could I get your name one more time and a good callback number first?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, it's [PII], and the callback number is [PII], direct line.
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, could you check with the, for that the patient name and date of birth?
[AGENT][NEUTRAL] Yes, what's the patient's last name, please?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] What's the first name?
[CUSTOMER][NEUTRAL] It's [PII]. So, just a sec.
[CUSTOMER][NEUTRAL] Just the ones tanging yeah.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] I'm sorry, could you please start over?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. No one's coming up in our system under that name and date of birth. Uh do you have the social, social security number?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] OK. I could try to look them up under the name and date of birth one more time. You said the last name is [PII]
[CUSTOMER][NEUTRAL] Oh well.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK. And the first name again?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The first name is.
[CUSTOMER][NEUTRAL] For this one, check with this it's [PII].
[AGENT][NEUTRAL] OK. You said, wait, wait, wait, wait. I'm sorry. You said [PII] and then what's the next letter?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. No one's coming up under that name and date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you sure?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, thank you for that. Could you spell me your name?
[AGENT][NEUTRAL] My name is [PII]. It's spelled [PII] and my last initial is [PII], and that also be your reference number, my name, and today's date.
[CUSTOMER][POSITIVE] All right. That will be it. Thank you for your assistance, we hope you have a good day.
[AGENT][NEUTRAL] OK, [PII], is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, that will be it.
[AGENT][POSITIVE] OK. I thank you again for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you. Take care.
[AGENT][NEUTRAL] Mhm