AccountId: 011433970860
ContactId: d38d7775-1f04-4a7f-8d6e-f4c63e52cf7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229580 ms
Total Talk Time (AGENT): 68713 ms
Total Talk Time (CUSTOMER): 73398 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/d38d7775-1f04-4a7f-8d6e-f4c63e52cf7d_20250218T21:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Um, hi, [PII]. My name is [PII]. I'm calling from a facility. I want to confirm eligibility benefits information for a patient.
[AGENT][NEUTRAL] OK, eligibility and benefits. I just see and what is your callback number just in case our call is disconnected and the facility you're calling from?
[CUSTOMER][NEUTRAL] Uh, the callback number will be [PII] and it's a direct line, and the facility will be Gaines Hill Endoscopy Center.
[AGENT][NEUTRAL] OK, the first name of the facility, please?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] The first name of the facility?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. OK, thank you so much.
[AGENT][NEUTRAL] OK. And then what is the patient's name, date of birth, and policy number, please?
[CUSTOMER][NEUTRAL] Uh yes. The patient's name is [PII]. The date of birth of [PII] and the patient ID is [PII].
[AGENT][NEUTRAL] OK, that is not one of our policy numbers. Do you see another number?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] That is not our policy number. Do you see other number?
[CUSTOMER][NEUTRAL] Uh, no, that is the only number I have. Uh, is it possible for us to check with the patient's name and date of birth?
[AGENT][NEUTRAL] Yes, and you spell the first name [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Is correct.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And the last name is [PII]?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] OK, let me look them up real quick.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. I am not pulling up a [PII] in our.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEGATIVE] I'm not finding the in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm right.
[CUSTOMER][NEUTRAL] Uh, yes, then that's it for is speaking. Can I get your name with the correct spelling and also the call reference number, please?
[AGENT][NEUTRAL] Yes ma'am, it's [PII]
[AGENT][NEUTRAL] And my name in today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, [PII], then that's it for today. Thank you so much. Have a nice day.
[AGENT][POSITIVE] You too thanks for calling APL. You have a blessed day. Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.