AccountId: 011433970860
ContactId: c98459a3-4513-4275-ac78-caab6d8bd3f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217339 ms
Total Talk Time (AGENT): 76547 ms
Total Talk Time (CUSTOMER): 76282 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/c98459a3-4513-4275-ac78-caab6d8bd3f5_20250403T15:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I want to check. Can you help me with that?
[AGENT][POSITIVE] Uh, yes, I can help you. And what was it that you were needing help with, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] eligibility.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with eligibility. What is your um name and your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and can you spell your name for me, please?
[CUSTOMER][NEUTRAL] [PII], do you want?
[AGENT][POSITIVE] [PII]. OK, thank you so much. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Here, policy number they mentioned has um
[CUSTOMER][NEUTRAL] Give me a moment.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, like, uh, I don't know it is whether it is correct or not.
[CUSTOMER][NEUTRAL] 3386.
[AGENT][NEUTRAL] No, ma'am, that's not a good policy number. Um, do you see another number that starts with a 01 or 02?
[CUSTOMER][NEUTRAL] No, but go with the member name. I just want to check with the member name.
[AGENT][NEUTRAL] OK, can you spell the member's name for me?
[CUSTOMER][NEUTRAL] Uh, G as in girl, A as in Alpha, R as in Romeo, R as in Romeo, Y as in Yankee.
[CUSTOMER][NEUTRAL] And the last name is [PII].
[AGENT][NEUTRAL] OK. And then what's the patient's date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Let me look that up real quick.
[CUSTOMER][NEUTRAL] Oh God.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so looking for [PII], I do not find um a [PII] with the name spelled [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I'm not finding him in my system. Do you have a social security number?
[CUSTOMER][NEUTRAL] Can you spell it? Can you spell it out? Can you spell it out? Once again, I just want to hear.
[AGENT][POSITIVE] Yes, go ahead and you could.
[CUSTOMER][NEUTRAL] OK, first name?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And last name is [PII]
[CUSTOMER][NEUTRAL] Last name?
[CUSTOMER][NEUTRAL] Yeah, I'm able to find the patient, am I correct?
[AGENT][NEUTRAL] Yes, I cannot find the patient.
[AGENT][NEUTRAL] Do you have a social?
[CUSTOMER][NEUTRAL] OK, can you spell your name? I just didn't.
[AGENT][NEUTRAL] Yes, you could spell my name [PII]
[CUSTOMER][POSITIVE] OK, sorry, have a nice day. Bye-bye.
[AGENT][POSITIVE] You too, [PII]. Thank you so much for calling [PII]. You have a wonderful day. Bye-bye.