AccountId: 011433970860
ContactId: 9237d6ed-0c1f-4e15-aefc-65ae5a2191dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171570 ms
Total Talk Time (AGENT): 61103 ms
Total Talk Time (CUSTOMER): 52650 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/9237d6ed-0c1f-4e15-aefc-65ae5a2191dd_20250103T16:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I was just calling to see if one of our patients' plans is active and what plan it is like plan F or Plan G.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. Can I please get your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] And my callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. What is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is her policy number?
[CUSTOMER][NEUTRAL] 311405505
[AGENT][NEUTRAL] OK, that policy number is not pulling up for me, um.
[AGENT][NEUTRAL] And this is American Public Life you uh mentioned uh.
[AGENT][NEUTRAL] A type plan F or G we don't have those type of plans with our company. Um, do you have a social security number and I can pull in our policy that way?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, let me, let me look, grab it real quick.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me see if I can't find her that way.
[AGENT][NEUTRAL] OK, I'm not showing a Miss Kitty Chapel with that social security number in our systems.
[CUSTOMER][NEUTRAL] OK, I just, this is what she said and she didn't have her card with her so I thought I'd check thank you so much.
[AGENT][POSITIVE] Oh bless it. OK, you're so welcome. I hope you have a great day, Miss [PII]. Thanks for calling ATL.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] All right bye bye.