AccountId: 011433970860
ContactId: baad9403-b4f2-47ed-9a18-270b72dc5c94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147119 ms
Total Talk Time (AGENT): 51440 ms
Total Talk Time (CUSTOMER): 68207 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/baad9403-b4f2-47ed-9a18-270b72dc5c94_20250115T15:15_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi there, I need to verify eligibility and benefits on a patient.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] [PII] at Oklahoma cancer specialist.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So is this a specialist office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and the policy number, [PII]?
[CUSTOMER][NEUTRAL] Uh, policy is ABL 620 is it ABL or APL? I can't read it. 62.
[AGENT][NEUTRAL] That's
[CUSTOMER][NEUTRAL] 00605.
[AGENT][NEUTRAL] Are you looking at the APL ID card?
[CUSTOMER][NEUTRAL] Well, I don't have, I don't have a card. I'm just reading.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, spell the patient's first and last name.
[CUSTOMER][NEUTRAL] Uh patient first name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'll sort it by the name. What's a good phone number, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII] and then [PII] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not showing anyone under that name. What information do you have with APL information on it?
[AGENT][NEUTRAL] Or is that just in your system?
[CUSTOMER][NEUTRAL] Well, it's just from the referring position um.
[CUSTOMER][NEUTRAL] Uh, do you need the date of birth [PII], would that help?
[AGENT][NEUTRAL] We can't search by the date of birth. On the policy number. I've searched by the name. Do you have the social?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Uh, I've got only the last of the social.
[AGENT][NEUTRAL] Yeah, we'll need all 4 digits.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] I mean, all, all 8 digits.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] All the digits, OK, OK. Mm.
[AGENT][NEUTRAL] 9 digits. Mhm.
[CUSTOMER][NEUTRAL] All right, well, I'll do some more confirmation with the patient and um.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And see if the patient has a copy of their identification card.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that sounds perfect thank you so much.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL [PII], if no other questions, have a good day.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] You too bye bye.