AccountId: 011433970860
ContactId: aa7e6307-18c6-4cbc-95e5-50fafbf5d23b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180539 ms
Total Talk Time (AGENT): 40887 ms
Total Talk Time (CUSTOMER): 55198 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/aa7e6307-18c6-4cbc-95e5-50fafbf5d23b_20250108T22:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Hello, this is [PII] with Alabama Vision Center. I was calling to see what aliens will cover as a secondary for a patient. It's supposed to be a supplement plan.
[AGENT][NEUTRAL] OK, I'm happy to check on that, [PII]. What is the policy number you have?
[CUSTOMER][NEUTRAL] Yes, it's 10:59.
[CUSTOMER][NEUTRAL] 00 1719.
[AGENT][NEUTRAL] OK, that's a little too long to be one of our policy numbers. Do you have their social or name? I can check that way.
[CUSTOMER][NEUTRAL] Um, yes, I have the social is [PII].
[AGENT][NEUTRAL] OK, let me try that way and see what I come up with here one moment.
[AGENT][NEUTRAL] What is the patient's first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Can you spell [PII] last name, [PII], [PII]
[CUSTOMER][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] make sure
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] What is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, I'm not able to find a plan for [PII] with that information, unfortunately. Nothing is coming up.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] All right, um.
[CUSTOMER][POSITIVE] We're trying to find a different phone number and thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye