AccountId: 011433970860
ContactId: a4d05bd3-8d12-4c8a-8a0d-f1b7ba8f0313
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 505250 ms
Total Talk Time (AGENT): 136548 ms
Total Talk Time (CUSTOMER): 187896 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/a4d05bd3-8d12-4c8a-8a0d-f1b7ba8f0313_20250206T16:18_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I just wanna check the eligibility of the patient.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] [PII]. And where are you calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] I'm calling from Envision Patient Services.
[AGENT][NEUTRAL] I'm sorry, can you repeat?
[CUSTOMER][NEUTRAL] Envision Fus Services.
[AGENT][POSITIVE] Envision fusion. OK. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number is 352-54573.
[AGENT][NEUTRAL] That was 35
[AGENT][NEUTRAL] Can you repeat that one more time?
[CUSTOMER][NEUTRAL] G 5.
[CUSTOMER][NEUTRAL] 435254573.
[AGENT][NEUTRAL] Mm, that's too many numbers. Do you have the copy of the card?
[CUSTOMER][NEUTRAL] I have the member patient name. Can you go with that?
[AGENT][NEUTRAL] What's the spelling of the last name?
[CUSTOMER][NEUTRAL] Last name is too big, ma'am. I'm, I'm gonna spell it out, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And what's the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII], it is [PII]
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK, let's see one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm yeah.
[AGENT][NEUTRAL] And let me repeat that last name one more time. I didn't pull anything. So it's [PII].
[CUSTOMER][NEUTRAL] Ma'am, no, ma'am. I have spell to hold, ma'am. It's too big, ma'am.
[CUSTOMER][NEUTRAL] Not [PII], ma'am. Name is too big, ma'am.
[AGENT][NEUTRAL] What do you mean too big?
[AGENT][NEUTRAL] What do you mean too big?
[CUSTOMER][NEUTRAL] I have spelled you with the.
[AGENT][NEGATIVE] Was too big, too big is a word or too big is the last name was too big.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] I have spelled whole spelling, ma'am.
[AGENT][NEUTRAL] Go ahead and spell it again because I didn't get it correctly.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII] no, no, no. Excuse me, Ms. [PII]. [PII]. So is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] No, ma'am. [PII].
[AGENT][NEUTRAL] OK, [PII]. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Unable to find the information, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. So, ma'am, we'll move to the next one.
[AGENT][NEUTRAL] OK, what's the next policy number?
[AGENT][POSITIVE] I'm ready for the next policy number.
[CUSTOMER][NEUTRAL] 977,707,660.
[AGENT][NEUTRAL] That's not our policy number.
[CUSTOMER][NEUTRAL] This one also I think.
[AGENT][NEUTRAL] Do you have the card for APL American Public Life?
[CUSTOMER][NEUTRAL] Yeah, but with the
[CUSTOMER][NEUTRAL] And I, I have that, but uh the, this is the member ID number I have. Can you go with the member name and
[CUSTOMER][POSITIVE] Yeah, but because if it is not, sir, it's OK, no problem.
[CUSTOMER][NEUTRAL] First name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], after that, [PII] Last name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What's the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and you said you need eligibility?
[CUSTOMER][POSITIVE] Yes, ma'am. You got it?
[AGENT][NEUTRAL] Mhm. Yes. The policy was effective [PII], terminated [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] terminated [PII].
[CUSTOMER][NEUTRAL] Ma'am, repeat once again, ma'am. If effective it can just the first one, [PII].
[AGENT][NEUTRAL] OK. [PII], [PII].
[CUSTOMER][NEUTRAL] [PII]. [PII]. And termination date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Termination?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much. And um effective it is on [PII] and the termination on [PII]. Am I correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, ma'am. Can you spell your name?
[AGENT][NEUTRAL] Sure, that's [PII]. Last initial [PII].
[CUSTOMER][POSITIVE] Thank you, ma'am. Have a nice day. Bye-bye.
[AGENT][POSITIVE] You so, Ms. [PII]. Thank you for calling APL. Bye-bye.