AccountId: 011433970860
ContactId: a728376d-cb72-44cc-a993-927db7a99d49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152690 ms
Total Talk Time (AGENT): 41718 ms
Total Talk Time (CUSTOMER): 54060 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/a728376d-cb72-44cc-a993-927db7a99d49_20250311T22:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII]. I need to know patient policy active or not.
[AGENT][NEUTRAL] OK, I can help you with eligibility, [PII]. Can I please get your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Sure. So the facility name that's Taylor's Cottonwood Heart and Vascular Hospital.
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 1216.
[AGENT][NEUTRAL] OK. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, the policy number, that's 00000. That's 5 consecutive zeros. After that, 855.
[CUSTOMER][NEUTRAL] 626-7.
[CUSTOMER][NEUTRAL] And if you want to name that's [PII] and 09-281942.
[AGENT][NEUTRAL] OK, let me see if I can find that policy number real quick.
[AGENT][NEUTRAL] Do you have the member's social security number? That's not one of our policy numbers.
[CUSTOMER][NEUTRAL] Give me one moment.
[AGENT][POSITIVE] Yeah, thank you.
[CUSTOMER][NEUTRAL] Yes, so do you want the social security number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see if I can find them by that number.
[AGENT][NEUTRAL] OK, I'm not able to pull up that member in our computer.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So could you please spell out your name?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] Was last name is here.
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] have a great and wonderful day bye bye.
[AGENT][POSITIVE] Bye bye you have a good day, [PII] and thanks for calling APL.