AccountId: 011433970860
ContactId: a0187731-bf8c-486f-b262-297471f63791
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187399 ms
Total Talk Time (AGENT): 38613 ms
Total Talk Time (CUSTOMER): 53143 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/a0187731-bf8c-486f-b262-297471f63791_20250416T17:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] at Russell Medical. I was calling to um verify eligibility on the cardholder.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] D 47694608
[AGENT][NEUTRAL] And patient's last name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] OK, give me one moment, just pulling it up.
[AGENT][NEUTRAL] Um, does she go by [PII], perhaps?
[CUSTOMER][NEUTRAL] Do you go by [PII]?
[CUSTOMER][NEUTRAL] She doesn't speak English.
[AGENT][NEUTRAL] OK. And it was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Uh, I'm not pulling her up in the system.
[AGENT][NEUTRAL] Do you have a group number by chance?
[CUSTOMER][NEUTRAL] OK, let's see, um.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Group 9476.
[AGENT][NEUTRAL] OK, let me try that.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, I'm not pulling anything up with the information provided. Just, is there a social security number?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's try that and we'll see.
[AGENT][NEUTRAL] Yeah, I'm not pulling anything up under that either sorry about that.
[CUSTOMER][POSITIVE] All right well thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] And you have
[CUSTOMER][NEUTRAL] Alright bye.