AccountId: 011433970860
ContactId: aee915f4-da53-43d8-864c-dcfe627b8c07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184720 ms
Total Talk Time (AGENT): 51699 ms
Total Talk Time (CUSTOMER): 53619 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/aee915f4-da53-43d8-864c-dcfe627b8c07_20250522T14:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] My first name is spelled [PII] Last initial is [PII] I was calling in to obtain benefits and to see if partization was needed for a patient.
[AGENT][POSITIVE] OK, I'm happy to check on benefits. Do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, I have A as in Alpha, F as in Frank, L as in Lima, M as in Mary, F as in Frank, E as in Echo, A as in Alpha.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 684359796
[AGENT][NEUTRAL] All right, that wouldn't be one of our policy numbers. Ours are just numeric. Do you have their name or social? We can check by that.
[CUSTOMER][NEUTRAL] Yes, um, her first name is [PII], that's [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh last name is [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me see what I can find my name.
[AGENT][NEUTRAL] What state does the patient live in?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Nothing's coming up by her name that matches. Um, do you have their card or anything by chance?
[CUSTOMER][NEUTRAL] No, ma'am, I do not.
[AGENT][NEUTRAL] Just wondering if you saw any sort of like certificate number because yeah, that's not our policy number and I just, I'm not finding anything that matches under that name. The only other way I could check is if you have her social.
[CUSTOMER][NEUTRAL] Yeah, I only have the last 4 or something. I don't have a full.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEGATIVE] Yeah, unfortunately, I can't find anything.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.