AccountId: 011433970860
ContactId: d8e90cdf-2fa5-4135-b5dc-0503019ad1b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163059 ms
Total Talk Time (AGENT): 68036 ms
Total Talk Time (CUSTOMER): 70407 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/d8e90cdf-2fa5-4135-b5dc-0503019ad1b9_20250324T15:44_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. I'm calling from Venture Ambulatory Surgery Center. I was calling to verify patients benefits and elig eligibility.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. It is a good callback number.
[CUSTOMER][NEUTRAL] [PII] is a direct number.
[AGENT][NEUTRAL] Thank you. And the policy number for the patient, please?
[CUSTOMER][NEUTRAL] I have 090038700.
[AGENT][NEUTRAL] That is not the APL ID number. Do you have another policy number? It's gonna start with a 0, but
[AGENT][NEUTRAL] So only 7 digits.
[CUSTOMER][NEUTRAL] Um, that's what I have. Um, are you talking about the name and date of birth for the patient, or I would need the ID number?
[AGENT][NEUTRAL] I can pull it up by last name and first name. What's the last name?
[CUSTOMER][NEUTRAL] The last name is [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said last name is [PII]
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] SIT.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] I'm checking, bear with me just one second.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you happen to have the uh the social?
[CUSTOMER][NEUTRAL] No, I don't. I don't have that information.
[AGENT][NEUTRAL] Do you have an APL ID card?
[CUSTOMER][NEUTRAL] Um, I would have to get it from the doctor's office, get a copy of that that I don't have. Um, nothing is coming up with his name or date. I have his date of birth, but if not, I'd have to call back.
[AGENT][NEUTRAL] Yeah, without the actual APL ID policy certificate number or a social, I'm not able to pull him up by name.
[CUSTOMER][POSITIVE] OK, thank you very much. I'll give a call back once I get that information.
[AGENT][POSITIVE] Oh, please do. We'll be happy to assist you. Anything else I can help you with today?
[CUSTOMER][POSITIVE] Not a problem. Thank you. No, that was it. Thank you. Have a good day.
[AGENT][POSITIVE] I hope you have a wonderful day as well and thank you for calling APL sir. Take care.
[CUSTOMER][POSITIVE] You're welcome bye bye.
[AGENT][NEUTRAL] Bye bye.