AccountId: 011433970860
ContactId: b31d4c40-643f-401a-9c32-8ceb1115d90c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109120 ms
Total Talk Time (AGENT): 26742 ms
Total Talk Time (CUSTOMER): 58128 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/b31d4c40-643f-401a-9c32-8ceb1115d90c_20250513T20:15_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider's office for checking on an eligibility status for the patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, thank you. And you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh yes, just give me a second, please.
[CUSTOMER][NEUTRAL] Uh, the member ID is, uh,
[CUSTOMER][NEUTRAL] 201
[CUSTOMER][NEUTRAL] 80417158
[AGENT][NEUTRAL] Um, that's too many numbers. Uh, is that the social or is that a policy number?
[CUSTOMER][NEUTRAL] My policy number.
[AGENT][NEUTRAL] Um, do you have the last name of the patient?
[CUSTOMER][NEUTRAL] Yes. Uh, B as in boy, U as in umbrella, C as in Charlie, C as in Charlie, I as in India. First name, uh, [PII], [PII] is the date of birth.
[AGENT][NEUTRAL] I'm not pulling up that information in our system with the name, date of birth, or policy number.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh, thank you for this information, ma'am. And uh is there any call reference number for our call or I can use your name?
[AGENT][NEUTRAL] Uh, my name and today's date, yes, that's correct.
[CUSTOMER][POSITIVE] Thank you so much, ma'am. Have a great day. Bye-bye.
[AGENT][POSITIVE] Thanks for calling APLU as well. Bye bye.