AccountId: 011433970860
ContactId: b40c0745-18b1-425a-9fdc-11b19a6f5d29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231990 ms
Total Talk Time (AGENT): 100682 ms
Total Talk Time (CUSTOMER): 111863 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/b40c0745-18b1-425a-9fdc-11b19a6f5d29_20250204T18:30_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling to verify uh patient's information or eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you Miss [PII] and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Casa de Amigos or Harris out.
[AGENT][NEUTRAL] OK. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Yes, ma'am. The patient's name is going to be [PII].
[AGENT][NEUTRAL] OK, and what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][POSITIVE] Thank you. And the policy number, please?
[CUSTOMER][NEUTRAL] The policy that I have is 004188938.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. That policy is 004188938.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] That policy is not pulling in for me.
[CUSTOMER][NEUTRAL] Sorry
[CUSTOMER][NEUTRAL] OK, hold on, let's see.
[CUSTOMER][NEUTRAL] Mm mm mm.
[AGENT][NEUTRAL] Do you spell her last name [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, let me see if I can find her by her name.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] First name is [PII]
[CUSTOMER][NEUTRAL] And like
[CUSTOMER][NEUTRAL] No, it's [PII]
[CUSTOMER][NEUTRAL] If you.
[AGENT][NEUTRAL] Oh, OK. All right, so I'm gonna try to, yeah, she spells it different, yes.
[CUSTOMER][NEUTRAL] Yeah, it's different.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And her date of birth was [PII] I'm sorry, [PII]. No, that's gonna be somebody.
[CUSTOMER][NEUTRAL] No, no, no, no. Her date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I don't find one, [PII] in our system with that date of birth.
[CUSTOMER][NEUTRAL] What's the last
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] No. OK. Um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] And the only policy I found with an [PII] was a lapsed policy, so I don't see her at all.
[CUSTOMER][NEUTRAL] OK, and when did that policy lapse? Oh, it was not her, OK.
[AGENT][NEUTRAL] And it wasn't her.
[AGENT][NEUTRAL] No, I had a different date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, um, OK, well I thank you so much and what was your name? I'm sorry?
[AGENT][NEUTRAL] You're very
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] OK. And do you have like a uh ID number?
[CUSTOMER][NEUTRAL] Employee ID number or anything?
[AGENT][NEUTRAL] Yes, you can use my name.
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm sorry?
[AGENT][NEUTRAL] You can use my name and today's date.
[CUSTOMER][NEUTRAL] You say
[CUSTOMER][POSITIVE] OK, OK, thank you. OK, so I will do that thank you so much have a great day, OK?
[AGENT][POSITIVE] You're very welcome, Miss [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am bye bye.
[AGENT][POSITIVE] You too. You have a blessed day, Miss [PII]. Thanks for calling APO. Bye bye.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.