AccountId: 011433970860
ContactId: 88514979-20fe-4cb9-a9b3-e51216b79480
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202100 ms
Total Talk Time (AGENT): 44740 ms
Total Talk Time (CUSTOMER): 76110 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/88514979-20fe-4cb9-a9b3-e51216b79480_20250612T16:22_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling you from provider office.
[AGENT][NEUTRAL] Hello [PII] and how can I assist?
[CUSTOMER][NEUTRAL] So I need to check the, sorry, eligibility for
[CUSTOMER][NEUTRAL] A patient?
[AGENT][POSITIVE] I'll be happy to assist with the eligibility if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII] and it is a direct line.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 222-703.
[CUSTOMER][NEUTRAL] 286.
[AGENT][NEUTRAL] Um, that's too many numbers. That's not one of our policy numbers. Do you have a social?
[CUSTOMER][NEUTRAL] You're from [PII]?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] My flight?
[CUSTOMER][NEUTRAL] One second. Yeah, so for the SSN number.
[AGENT][NEUTRAL] I'm sorry, do you have a social? That's not one of our policy numbers. Do you have a social?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK, can I get the social?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that social is not in our system. What's the patient's name?
[CUSTOMER][NEUTRAL] OK, the patient's name is
[CUSTOMER][NEUTRAL] It is [PII], and the last name is [PII].
[AGENT][NEUTRAL] OK, that person is not in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Could you please try it with then, I have another patient to check with.
[AGENT][NEUTRAL] OK. What's the policy number?
[CUSTOMER][NEUTRAL] It is 221-719-851.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] For assisting me.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] No, can I get the call call reference number?
[AGENT][NEUTRAL] Reference is just my name [PII], and the date and time of the call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you for calling APO have a good day.
[CUSTOMER][POSITIVE] Have a good day bye.
[AGENT][NEUTRAL] OK.