AccountId: 011433970860
ContactId: a6b50a79-c1a5-4a67-b4ad-aad3049bd775
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197990 ms
Total Talk Time (AGENT): 54631 ms
Total Talk Time (CUSTOMER): 89361 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/a6b50a79-c1a5-4a67-b4ad-aad3049bd775_20250217T16:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII]. I'm calling from provider's office. Before proceeding that, I would like to inform this call is being recorded for quality and training purposes. Would you like to continue?
[AGENT][POSITIVE] Yeah, what can we do for you?
[CUSTOMER][NEUTRAL] Uh, today I'm calling to check the benefits and eligibility verification for the specialist office visit. Can you please assist me with that?
[AGENT][POSITIVE] Yeah, I could take eligibility and benefits for you. I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it's spelled as [PII].
[AGENT][POSITIVE] OK, thank you for that and then can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah, it is [PII]. It's a direct line.
[AGENT][NEUTRAL] Alright thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do have. It is 5 consecutive zeros.
[CUSTOMER][NEUTRAL] 856.
[CUSTOMER][NEUTRAL] 668-3.
[AGENT][NEUTRAL] OK, so that is not going to be one of our policy numbers that is going to be a bit too long, um, do you maybe have their social I could search for them that way.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, sorry, we don't have that, uh, social security number. Uh, if you have, mhm.
[AGENT][NEUTRAL] OK, um, if you wouldn't mind you could uh spell out their first and last name for me. I could try searching that way.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] First name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the last name is [PII].
[AGENT][NEUTRAL] OK all right thank you one moment please.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, uh, I do not have anyone with that name in our system.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] So, uh, unable to find the.
[AGENT][NEUTRAL] Yes, I don't have anyone with that name in our system.
[CUSTOMER][NEUTRAL] Mhm. OK, can you please uh spell out your name for me?
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] OK. And your last name initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much. Also, can I get the caller number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Thank you so much for assisting with me. Have a great day bye bye.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Yeah, thanks for calling APL. You too. Bye bye.