AccountId: 011433970860
ContactId: e26e17fc-6074-4732-83b0-7214d5a93bbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278589 ms
Total Talk Time (AGENT): 90102 ms
Total Talk Time (CUSTOMER): 78148 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/e26e17fc-6074-4732-83b0-7214d5a93bbd_20250110T20:04_UTC.wav
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[AGENT][POSITIVE] Good Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the provider's office to take an eligibility. Could you please help me with that?
[AGENT][NEUTRAL] Mm, sure. I can assist you with the eligibility. Can you repeat your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. May I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]. Is this your direct line.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 991100-799
[AGENT][NEUTRAL] Do you have the copy of the card?
[CUSTOMER][NEUTRAL] Yes, ah, the member ID is.
[CUSTOMER][NEUTRAL] 99
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 11
[CUSTOMER][NEUTRAL] 00799
[AGENT][NEUTRAL] OK, that's not our number. That's too many numbers to be one of our policy numbers. Um, do you have any other information that is not this number? Maybe starting with a 0 followed by 7 digits only?
[CUSTOMER][NEUTRAL] It can start with patient name and patient date of birth.
[AGENT][NEUTRAL] OK, what's the spelling of the last name of the patient?
[CUSTOMER][NEUTRAL] [PII]. The first name is [PII].
[AGENT][NEUTRAL] OK. The last name, let me repeat this again because I, I'm not sure if I got it correctly. The first name is [PII]. The, the last name is [PII]?
[CUSTOMER][POSITIVE] Yes, it is correct.
[AGENT][NEUTRAL] OK. All right, let me see if I can find this number. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Do you have the social by any chance?
[CUSTOMER][NEUTRAL] No, please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It's missing, um, is that the social? It's missing a number.
[CUSTOMER][NEUTRAL] Is that is.
[AGENT][NEUTRAL] [PII]. OK, bear with me just a second.
[AGENT][NEUTRAL] No, I don't have that number on our system. Are you trying to reach American Public Life APL?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, I don't see this number.
[CUSTOMER][NEUTRAL] OK for member 7 members.
[CUSTOMER][NEUTRAL] OK, for member's name and member set up there is no patient phone member's ID.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yeah, I did not find a policy with that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you please spell your name?
[AGENT][NEUTRAL] Sure. My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] When I call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in the same.
[CUSTOMER][POSITIVE] OK, thank you for your help. Have a great day, bye.
[AGENT][POSITIVE] You as well. Thank you for calling APL. Have a good day, Ms. [PII].
[AGENT][NEUTRAL] [PII].