AccountId: 011433970860
ContactId: a6af534f-2889-4d15-8024-3449d8417885
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122989 ms
Total Talk Time (AGENT): 44539 ms
Total Talk Time (CUSTOMER): 44420 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/a6af534f-2889-4d15-8024-3449d8417885_20250225T18:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to get out patient benefits on one of your members.
[AGENT][NEUTRAL] OK, I can help you with benefits. Can I please get your name, your callback number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] My name is Eva Diagnostic Center of Miami [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] And you said that the policy number is 1008269?
[CUSTOMER][NEUTRAL] 862 9.
[AGENT][NEUTRAL] 862 9.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me try again.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, I'm not pulling that member up under that policy number 1008629.
[CUSTOMER][NEUTRAL] 1008629. I mean that's what it was.
[CUSTOMER][NEUTRAL] It says prosperity. Oh, I'm calling the wrong place. I'm calling APL and it's prosperity.
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] That's OK. That's OK, Miss [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] The best of us, I promise. sorry, thank you so much for your time though. Have a great day.
[AGENT][NEUTRAL] Don't worry about
[AGENT][POSITIVE] Oh, OK, you're welcome. You have a good week. Bye-bye.
[CUSTOMER][POSITIVE] Thank you you as well bye bye.