AccountId: 011433970860
ContactId: a69a4223-a9ee-4a07-8248-8f0ecb03ca7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143020 ms
Total Talk Time (AGENT): 61099 ms
Total Talk Time (CUSTOMER): 50708 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/a69a4223-a9ee-4a07-8248-8f0ecb03ca7a_20250515T12:09_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling um for eligibility and benefits on behalf of a mutual patient in office.
[AGENT][NEUTRAL] OK, happy to check eligibility and benefits. Can I get the policy number?
[CUSTOMER][NEUTRAL] Let's see this card has a member ID and a subscriber ID.
[AGENT][NEUTRAL] Nothing that says like certificate number.
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] What does the member ID start with?
[CUSTOMER][NEUTRAL] And N
[AGENT][NEUTRAL] Um, that's fine.
[CUSTOMER][NEUTRAL] NTX
[AGENT][NEUTRAL] Yeah, that's not gonna be it. OK, we'll have to.
[CUSTOMER][NEUTRAL] Uh, OK, and then the subscribers ZG 0.
[AGENT][NEUTRAL] Yeah, ours are all numeric. We don't have any letters in them, um.
[CUSTOMER][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me try something different, OK.
[AGENT][NEUTRAL] I was gonna say I can check my name or social too if we don't have anything else.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I have both of those if you wanna just look for me real quick.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, absolutely, go ahead.
[CUSTOMER][NEUTRAL] Um, the social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, thank you. Give me just a second, let me see what I can find here.
[AGENT][NEUTRAL] And for documentation, can I just grab your first name?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What is the patient's first and last name?
[CUSTOMER][NEUTRAL] Um, it is [PII], well, I don't know how to say something.
[AGENT][NEUTRAL] Hm, OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, that didn't bring up anything under that name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's OK. I'll try just [PII] separately and see if maybe it's under that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Um, do you have a reference number for this call?
[AGENT][NEUTRAL] Yeah, absolutely. [PII]. It's my name with my last initial, then today's date. My name is [PII], last initial [PII], then today's date.
[CUSTOMER][POSITIVE] Thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.