AccountId: 011433970860
ContactId: 91272cd7-6e38-4444-821a-9f5e799b0f96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197520 ms
Total Talk Time (AGENT): 27685 ms
Total Talk Time (CUSTOMER): 114692 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/91272cd7-6e38-4444-821a-9f5e799b0f96_20250422T16:31_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hello, this is [PII]. I'm calling you from KCI now Solventum on a recorded line.
[CUSTOMER][NEUTRAL] Um, I was, I was just trying to verify patient's eligibility.
[AGENT][POSITIVE] I'd be happy to assist with the eligibility today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Thank you. Uh, callback number will be [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is going to be 60801.
[AGENT][NEUTRAL] That's our
[AGENT][NEUTRAL] Um, payer ID.
[CUSTOMER][NEUTRAL] That's your payer ID.
[CUSTOMER][NEUTRAL] Oh OK, oh well, I will need to get in touch with um whoever filed this information so I can.
[AGENT][NEUTRAL] Do you have a social?
[CUSTOMER][NEUTRAL] So I can verify, let me just check that, just a moment please.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Sorry for that because yeah, this is what I was given so I thought this was like the actual ID but.
[CUSTOMER][NEGATIVE] That is not correct then.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I do not seem to have the social at this time.
[AGENT][NEUTRAL] What's the name?
[CUSTOMER][NEUTRAL] Uh-huh, thank you. So first name is [PII].
[CUSTOMER][NEUTRAL] And last name [PII]
[AGENT][NEUTRAL] And do you have her address?
[CUSTOMER][NEUTRAL] Um, her address will be [PII].
[AGENT][NEUTRAL] And what is the date of birth?
[CUSTOMER][NEUTRAL] Date of birth, uh, [PII].
[AGENT][POSITIVE] Thank you for that and the date of service?
[CUSTOMER][POSITIVE] Sure, uh, thank you. And date of service would be.
[CUSTOMER][NEUTRAL] [PII] this year, [PII].
[AGENT][NEUTRAL] OK, I'm not sure we have that claim on file.
[CUSTOMER][POSITIVE] Mm, OK, yeah, uh, since you told me that this is the payer ID I'm not, uh, well, the, the policy that I was thinking it was the policy, but now it's the payer ID I believe, um, I will need to reach this patient, this patient to make sure that we have the correct information. I actually really appreciate your help today.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, was there anything else I could assist with?
[CUSTOMER][POSITIVE] That's it. I hope you have a wonderful day. Take care.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Bye.