AccountId: 011433970860
ContactId: e544be67-2de0-4897-af88-c889c675e62f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239479 ms
Total Talk Time (AGENT): 43453 ms
Total Talk Time (CUSTOMER): 85972 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/e544be67-2de0-4897-af88-c889c675e62f_20250513T17:11_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 from providers I'll be checking your eligibility.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][POSITIVE] I'm so sorry?
[AGENT][NEUTRAL] What is your callback number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Sure. And the member ID is 468.
[CUSTOMER][NEUTRAL] 56443.
[AGENT][NEUTRAL] And do you have the last name of the patient? I'm not pulling that up.
[CUSTOMER][NEUTRAL] OK. And the patient's last name is, it's [PII].
[AGENT][NEUTRAL] And what was the first name?
[CUSTOMER][NEUTRAL] It's [PII]. It's [PII].
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Oh, I'm not pulling up that name with or any of the other information provided. Do you have a group number?
[CUSTOMER][NEUTRAL] Um, let me check one.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I, I don't have, I have one number, but it's, I don't know if it's a good number or not. Could you please check it once, please? 76417241.
[AGENT][NEUTRAL] Uh, yeah, it's not one of our group numbers.
[AGENT][NEUTRAL] I'm not able to locate this member with the information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. That means I'm able to find my name, date of birth and member ID, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] And I'm so sorry I missed your name. Could you please spell your name, please?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] [PII]. And [PII], can I get the policy number for this call, please?
[AGENT][NEUTRAL] That's my name is [PII] with today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you, definitely. Thank you for your assistance. Have a nice day. Bye-bye. Thank you.
[AGENT][NEUTRAL] Thank you for calling APL. Bye bye.