AccountId: 011433970860
ContactId: b784f55d-879d-4f7c-a41b-fad1efffdc2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163740 ms
Total Talk Time (AGENT): 50371 ms
Total Talk Time (CUSTOMER): 97249 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/b784f55d-879d-4f7c-a41b-fad1efffdc2a_20250414T18:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling on behalf of provider office on a recorded line just to check eligibility and benefits for my one patient. Could you please help me with that?
[AGENT][NEUTRAL] Sure, I could take eligibility and benefits for you. Uh, [PII], can I get a good, uh, call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Sure, [PII]. It's a direct line, [PII] but no extension.
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, I have that with me. 15919, C as in Charlie, 18653.
[AGENT][NEUTRAL] OK, um, that's not gonna be one of our policy numbers, [PII], uh, they don't have, it's not quite that long. Um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I just have this particular ID number on my end. There is no other, you know, ID number which I'm able to see on my end. Uh, what we can do if you have any options to just do a name and date of birth search while I will, you know, I can spell the patient's first name and last name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, yeah, um, if you wouldn't mind spelling out the first and last name for me please.
[CUSTOMER][NEUTRAL] OK. [PII], first name. Last name is [PII], spells like [PII], [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 19. OK, thank you. One moment please.
[CUSTOMER][POSITIVE] Take your time, please.
[AGENT][NEUTRAL] Um, what state was this member in, Scott?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The state member is and the number is in [PII].
[AGENT][NEUTRAL] OK, so I don't have anyone uh with that name in our system.
[CUSTOMER][NEUTRAL] OK. No such results came up using the name and date of birth, such as well, OK.
[AGENT][NEUTRAL] Correct, and that's not one of our policy numbers um does it say APL on the card?
[CUSTOMER][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. Uh, can I spelling of your name then?
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] that
[CUSTOMER][POSITIVE] [PII] Thank you so much. You have a good day. Bye-bye.
[AGENT][POSITIVE] Of course, yeah, thanks for calling AL you too bye bye.