AccountId: 011433970860
ContactId: dd88d4a6-325d-4c4f-be20-6416a184b9a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136229 ms
Total Talk Time (AGENT): 30502 ms
Total Talk Time (CUSTOMER): 48812 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/dd88d4a6-325d-4c4f-be20-6416a184b9a8_20250424T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on behalf of Florida Women Care LLC checking on members' eligibility.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, it's A for Alpha.
[CUSTOMER][NEUTRAL] 20319374
[AGENT][NEUTRAL] Um, that's not one of our policy numbers. Do you have the last name or social?
[CUSTOMER][NEUTRAL] Yeah, the last name is [PII], spelled as [PII].
[AGENT][NEUTRAL] That was [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Hold on one moment.
[CUSTOMER][POSITIVE] Sure, take your time.
[AGENT][NEUTRAL] What was the first name?
[CUSTOMER][NEUTRAL] [PII] spelled as [PII].
[AGENT][NEUTRAL] I'm not pulling her up in our system. Do you have a group number?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] You have a social?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, I'm not able to pull her up on our system with the information you've provided.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] OK, thank you so much for providing these details. Have a wonderful day ahead and be safe.
[AGENT][POSITIVE] Thank you, you too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.