AccountId: 011433970860
ContactId: 9f4d606e-9da1-448f-9ef6-354fa916ff78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108980 ms
Total Talk Time (AGENT): 39006 ms
Total Talk Time (CUSTOMER): 50753 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/9f4d606e-9da1-448f-9ef6-354fa916ff78_20250312T13:56_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good morning. My name is [PII]. I'm calling to get benefits on a patient.
[AGENT][NEUTRAL] I can help you [PII], is this in office or outpatient facility?
[CUSTOMER][NEUTRAL] This is an outpatient facility.
[AGENT][NEUTRAL] OK, and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] TC 6214485
[AGENT][NEUTRAL] OK, that's not APL's policy number. Do you have a copy of the ID card for APL?
[CUSTOMER][NEUTRAL] I do not know.
[AGENT][NEUTRAL] Spell the patient's first and last name please?
[CUSTOMER][NEUTRAL] OK, first name, one moment, hold on.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what state does this patient reside?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm not finding anyone under that name. I have the last name spelled [PII] First name is [PII]
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Correct, and then they have [PII], so it's a 2nd 1st name.
[CUSTOMER][NEUTRAL] Not sure if maybe that's why or if it would just pull up with the first name.
[AGENT][NEUTRAL] What's you said they have a double last name?
[CUSTOMER][POSITIVE] A double first name. It's part of their first name. It doesn't matter, yeah, OK. All right, that's fine. If you can't find it, I'll, that's fine. Thank you so much.
[AGENT][NEUTRAL] Yeah, it doesn't matter we.
[AGENT][NEUTRAL] Yeah, it should be a, yeah.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.