AccountId: 011433970860
ContactId: c24f7eed-9056-4abb-9b9a-0ea54fbb68e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110309 ms
Total Talk Time (AGENT): 27608 ms
Total Talk Time (CUSTOMER): 40472 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/c24f7eed-9056-4abb-9b9a-0ea54fbb68e5_20250521T19:32_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I was calling to check in benefits and eligibility for a patient.
[AGENT][POSITIVE] OK, I can help you with benefits and eligibility. Can I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] [PII] and that's [PII] and that's correct.
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] I do it's 849-405-786.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Um, do you have the last name?
[CUSTOMER][NEUTRAL] Um last name is [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, give me just one moment.
[AGENT][NEUTRAL] No, I'm not, I'm not pulling them up in our system. That was [PII] [PII] Is that right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, um, we don't have a copy of his card and it just says alliance, so it might be one of the other ones, um, but I appreciate you checking [PII].
[AGENT][POSITIVE] OK, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks. You too. Bye-bye.