AccountId: 011433970860
ContactId: 95f807ac-fa17-4778-92ff-ea0f52337dde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305059 ms
Total Talk Time (AGENT): 100113 ms
Total Talk Time (CUSTOMER): 57053 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/95f807ac-fa17-4778-92ff-ea0f52337dde_20250421T13:42_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I was calling to get LED and for a patient.
[AGENT][POSITIVE] Oh yes, I can help with eligibility. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] Uh my [PII]
[AGENT][NEUTRAL] OK, OK, thank you. And what is that policy number that we're looking at, please?
[CUSTOMER][NEUTRAL] Yes, that's gonna be 025816.
[AGENT][NEUTRAL] OK, do you mind if I'm just going to read, I'm just gonna uh read this back to you because your phone's kind of cutting in and out. OK, 025816, is that what you were saying?
[CUSTOMER][NEUTRAL] No, um, 025512.
[AGENT][NEUTRAL] Oh, OK. I'm sorry, Ma. It's just that every time you say something, your phone is cutting out. Um, uh, could we try just a third time and I'm sorry, if you don't mind doing it really slow and then maybe I can catch it this time because it's going in and out and in and out and I'm just not hearing you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, um, oh.
[CUSTOMER][NEUTRAL] 2
[AGENT][NEUTRAL] OK, 02.
[CUSTOMER][NEUTRAL] 5
[AGENT][NEUTRAL] 5
[CUSTOMER][NEUTRAL] 5
[AGENT][NEUTRAL] 5
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] 8
[CUSTOMER][NEUTRAL] 5
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] 2
[AGENT][POSITIVE] Thank you. 12, OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Is this their social security number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, that's the policy number that's on the card.
[AGENT][NEUTRAL] I see. And how do you spell the patient's last name, please?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hello
[AGENT][NEUTRAL] Yes, hi. Uh, do you, could you spell the patient's last because the, the number that you gave me is not, uh, is not one of our numbers. So, um, do you have the, maybe I could look it up by their, uh, last name or last and first name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, uh,
[CUSTOMER][NEUTRAL] Name is [PII].
[AGENT][NEUTRAL] OK, thank you. And the first name?
[CUSTOMER][NEUTRAL] First name is [PII]
[AGENT][NEUTRAL] [PII] or?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII]. OK, great. Thank you. And [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, great. Thank you. Let me see if I can't find it. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Excuse me, just one moment. I'll be right back. Excuse me just one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you very much for holding. Um, but this isn't coming up in our system at all. Um, the, the number that you gave me isn't, isn't one of our policy numbers, and I can't find a [PII] with a date of birth ending in, in [PII]. So I'm, I'm not sure that she's one of our, one of our, uh, insureds.
[CUSTOMER][POSITIVE] Mm let me so OK, thank you so much.
[AGENT][NEUTRAL] OK, well I'm sorry I wasn't able to help you, but thanks for contacting AP have a.