AccountId: 011433970860
ContactId: ae0111af-ba6c-4a0b-9478-8311d47297c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101360 ms
Total Talk Time (AGENT): 37647 ms
Total Talk Time (CUSTOMER): 44211 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/ae0111af-ba6c-4a0b-9478-8311d47297c5_20250529T15:31_UTC.wav
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[AGENT][NEUTRAL] Contracting APR. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, good morning. My name is [PII]. First initial to my last is [PII]. I'm calling from a provider's office. I'm trying to check to see if member is still eligible with you guys. I don't have a member ID. I don't know if you can give me the information with the patient's name and date of birth.
[AGENT][NEUTRAL] Yes, we can try looking at that. What is the, how do you spell the last name, please?
[CUSTOMER][NEUTRAL] Um, it's [PII]
[AGENT][POSITIVE] Thank you, and their first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I appreciate that. um, and I wanna look that up if I could just have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It's [PII] and it's a direct line.
[AGENT][POSITIVE] I do appreciate that. Thank you. So I'm just looking that up now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], with the date of birth uh [PII].
[AGENT][NEUTRAL] I do not have this individual in our system.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Was she ever um eligible with you guys for medical coverage?
[AGENT][NEUTRAL] I'm not seeing that.
[AGENT][NEGATIVE] I'm sorry, I'm not, sorry, I'm not seeing her at all.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alrighty well I do appreciate for checking on that.
[AGENT][POSITIVE] OK, well, I'm sorry I wasn't able to help you, but if there's nothing else, thank you for contacting API. You have a very good.