AccountId: 011433970860
ContactId: af29aa83-e660-490f-8609-574c3abfbfcf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344920 ms
Total Talk Time (AGENT): 92346 ms
Total Talk Time (CUSTOMER): 128131 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/af29aa83-e660-490f-8609-574c3abfbfcf_20250303T20:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Advent Health to check on benefits and eligibility. Could you please help me on that?
[AGENT][NEUTRAL] Yes, I can help you with benefits and eligibility for a patient, [PII], can I please get your call back number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Extension with [PII].
[AGENT][NEUTRAL] Thank you and then what is the name of the facility you're calling from sir?
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] The facility name is?
[CUSTOMER][NEUTRAL] The Chicago medicine, AdventHealth Inda Parent location.
[AGENT][POSITIVE] OK, thank you so much. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] And patient name is [PII] The spell is [PII] and last name [PII] and the date of birth is [PII].
[CUSTOMER][NEUTRAL] And policy number is 036106722.
[AGENT][NEUTRAL] OK, let me see if I can pull that policy in.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, that is not one of our policy numbers.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] I mean that.
[AGENT][NEUTRAL] Let me see if I can find, it's [PII].
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] You said the name was [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then last name is [PII]
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and what's [PII]'s?
[AGENT][NEUTRAL] Address.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What is [PII]'s address?
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] Dear [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, I do not have a [PII] from [PII] in our computer system at all.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have the social security number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What is that please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look at that way.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] I'm looking to see if I could find her by the social security number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, we do not have that member.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][POSITIVE] You're welcome. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] And before that.
[CUSTOMER][NEUTRAL] Yes, could you please spell your for documentation purpose?
[AGENT][NEUTRAL] Yes, COR.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] [PII] Sorry, is that right?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, yes, my name is [PII].
[CUSTOMER][NEUTRAL] And may I know the last digit of the first name [PII].
[AGENT][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] May I have the call reference number to?
[AGENT][NEUTRAL] Name and date.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, that's my name and today's date.
[CUSTOMER][POSITIVE] Thank you. Thanks for the information. Have a nice day. Bye-bye.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] You too thank you for calling APL bye bye.