AccountId: 011433970860
ContactId: bb498cfe-3b12-4f28-886d-c867c807f347
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140479 ms
Total Talk Time (AGENT): 49163 ms
Total Talk Time (CUSTOMER): 86485 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/bb498cfe-3b12-4f28-886d-c867c807f347_20250117T19:52_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Don't.
[CUSTOMER][NEUTRAL] Yes, I'm trying to um verify eligibility for a patient.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. Uh, what was your name?
[CUSTOMER][POSITIVE] Thank you. [PII]
[AGENT][NEUTRAL] I'm sorry, could you spell that again?
[CUSTOMER][NEUTRAL] It's um [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. Sorry, my my uh headset kind of cut out there. Appreciate it. Um, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] No, no, no, you're fine, you're fine.
[CUSTOMER][NEUTRAL] Yes, um, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do. It's um F as in Frank, 08316466.
[AGENT][NEUTRAL] Alright, that is not gonna be one of our policy numbers. um, do you, yeah, do you maybe have uh their social I could search for them that way.
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] Uh, give me a moment, let me look it up.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, I do not.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I have the first and last name and the birthday.
[AGENT][NEUTRAL] Yeah, we could try that if you wouldn't mind spelling out the first and last name for me.
[CUSTOMER][NEUTRAL] Sure, sure, sure. Um, and last name will be [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh first name will be [PII] uh yeah, yeah, sure, sure.
[AGENT][NEUTRAL] OK thank you one moment, uh huh.
[CUSTOMER][NEUTRAL] So [PII], uh, is OK.
[AGENT][NEUTRAL] Alright, I do not have anyone by that name in our system, [PII].
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] All right, so let me go ahead and call the patient and find out probably it's not what it, it is, but thank you so much for your help. Yeah, I know. Thank you so much. I appreciate you. Uh-huh. You too. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That I might have given you incorrect information of course sir there wasn't market you to help. Yeah, I hope you have a great weekend.
[AGENT][POSITIVE] Thank you. Bye-bye.