AccountId: 011433970860
ContactId: e2d877fc-7789-4ea4-870f-5991ddc5f0f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236020 ms
Total Talk Time (AGENT): 69165 ms
Total Talk Time (CUSTOMER): 83950 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/e2d877fc-7789-4ea4-870f-5991ddc5f0f9_20250501T16:17_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provide office checking for patient eligibility status.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] My facility name is United Emergency Services. My callback number is [PII].
[AGENT][NEUTRAL] Yeah, I didn't get the name of the facility. Can you repeat it?
[CUSTOMER][NEUTRAL] United Emergency Services.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. And your name?
[CUSTOMER][NEUTRAL] You need an emergency.
[CUSTOMER][NEUTRAL] Repeat again.
[AGENT][NEUTRAL] Your name?
[CUSTOMER][NEUTRAL] Yeah, my first name is [PII], my last name is [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, patient policy number is T as in Tango 63052835.
[AGENT][NEUTRAL] That's not our number. Um, do you see a card?
[CUSTOMER][NEUTRAL] No, it's not writing here and just could you cross verify for the patient name and date of birth?
[AGENT][NEUTRAL] Mm sure.
[AGENT][NEUTRAL] What is the spelling of the last name?
[CUSTOMER][NEUTRAL] Which and last name is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Patient date of birth [PII].
[AGENT][NEUTRAL] OK, and what's
[AGENT][NEUTRAL] I'm sorry, you said the date of birth was again [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] What's the spelling of the first name?
[CUSTOMER][NEUTRAL] Patient first number is [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I need you to slow down a little bit and tell me the spelling of the first name one more time.
[CUSTOMER][NEUTRAL] Repeat again.
[AGENT][NEUTRAL] OK, can you spell out the first name one more time?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, first name is [PII].
[AGENT][NEUTRAL] No, OK, thank you, one moment.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I don't have an oil cloth in our system.
[CUSTOMER][NEUTRAL] OK. Could you spell your name, please?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. Thank you. Your call reference number, please?
[AGENT][NEUTRAL] My name and today's date, you don't have reference numbers.
[CUSTOMER][POSITIVE] Thank you. Have a nice day.
[AGENT][POSITIVE] You as well, this is [PII], and thank you for calling APL mm bye bye.