AccountId: 011433970860
ContactId: c9459034-1545-4b37-a8fe-09d8fd5fa21c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235789 ms
Total Talk Time (AGENT): 65656 ms
Total Talk Time (CUSTOMER): 65970 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/c9459034-1545-4b37-a8fe-09d8fd5fa21c_20250603T13:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hi, uh, it, I didn't see I didn't get your name. Would you let me name again?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] OK, hi, so this is [PII] initial to my last name, [PII] checking on eligibility and benefits for this member.
[AGENT][POSITIVE] OK, sure, I can assist you with eligibility and benefits, Mr. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] is a direct line.
[AGENT][NEUTRAL] Thank you. May I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Internal Medicine Associates.
[AGENT][NEUTRAL] OK. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] F as in Frank 08677764.
[AGENT][NEUTRAL] OK, that is not our number. Do you have the copy of the card?
[CUSTOMER][NEUTRAL] Um, let me just double check.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do have the member's name and date of birth. Any way you can assist me with that?
[CUSTOMER][NEGATIVE] Because I'm unable to find the copy of the card in my system.
[AGENT][NEUTRAL] OK, and this number is with APL, American Public Life, correct?
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, what's the spelling of the last name?
[CUSTOMER][NEUTRAL] Uh, it's [PII]
[AGENT][NEUTRAL] OK, just spelling of the first name.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] And your date of birth?
[AGENT][NEUTRAL] Um, bear with me.
[AGENT][NEUTRAL] Do you have an address for Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh yes, I do. [PII] I'm sorry, [PII], so [PII].
[AGENT][NEUTRAL] You 13.
[AGENT][NEUTRAL] I don't have a [PII] in [PII] in our system.
[CUSTOMER][POSITIVE] Um, got it. I thank you, so the member can be found.
[AGENT][NEUTRAL] I'm sorry, can you repeat Mr. [PII]?
[CUSTOMER][POSITIVE] Thank you so much, sir. Uh, could I get a call from someone on this?
[AGENT][NEUTRAL] Uh, we don't have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] It's [PII] is your initial and your last name?
[AGENT][NEUTRAL] It's [PII], the last initial.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] And today's date, is that correct?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][POSITIVE] Alright, thank you so much so pleasure talking to you. Have a great rest of your day.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] You as well and thank you for calling APL. Have a good day. Bye-bye, Mr. [PII].
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Bye bye.