AccountId: 011433970860
ContactId: a6406232-5733-4b32-a4e9-28106895012a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169949 ms
Total Talk Time (AGENT): 47283 ms
Total Talk Time (CUSTOMER): 57121 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/a6406232-5733-4b32-a4e9-28106895012a_20250418T18:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, sir. Uh, my name is [PII] checking on patient eligibility.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility today. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, the patient policy number is 74,657,823,200.
[AGENT][NEUTRAL] OK, that's gonna be too long to be one of our policy numbers. Do you have the patient's name or social? We can check that way?
[CUSTOMER][NEUTRAL] I will have patient name and date of birth.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the patient's first name is [PII], and the last name is [PII].
[AGENT][NEUTRAL] I'm gonna need you to spell the first and last name, please.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, it's [PII]. The first name is [PII], and the last name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] All right, one moment, let me take a look here.
[AGENT][NEUTRAL] So I'm not able to locate a patient policy with that information.
[CUSTOMER][NEGATIVE] Not able to find the patient.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right. Give me one moment.
[CUSTOMER][NEUTRAL] All right, what is the call reference number?
[AGENT][NEUTRAL] Call references my name with my initial to my last name and then today's date. My name is [PII], that is spelled [PII]
[AGENT][NEUTRAL] My initial to my last name is [PII] and then today's date.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] All right, sir. Uh thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.