AccountId: 011433970860
ContactId: e91c5672-7dc2-4683-8fbf-cd95921b6adb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98319 ms
Total Talk Time (AGENT): 27880 ms
Total Talk Time (CUSTOMER): 51149 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/e91c5672-7dc2-4683-8fbf-cd95921b6adb_20250227T19:39_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider office to check on the client, sorry, to check on the eligibility and the benefits for the patient.
[AGENT][POSITIVE] I'd be, I'll be happy to assist with benefits and eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah, sure, my good callback number is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Sure, the policy number is 267935099.
[AGENT][NEUTRAL] Is that a social?
[CUSTOMER][NEUTRAL] No, is there a subscriber ID?
[CUSTOMER][NEUTRAL] And she's like
[AGENT][NEUTRAL] Um, that's not one of our policy numbers. Do you have a social?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, I don't have a social. Can you pull up the patient using the patient name and the date of birth?
[AGENT][NEUTRAL] What's the name?
[CUSTOMER][NEUTRAL] It's uh [PII]
[CUSTOMER][NEUTRAL] And it's [PII]
[AGENT][NEUTRAL] OK, we don't have anyone in our system by that name.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, OK, so, uh, can I get the call reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] OK, [PII], thank you so much for your assistance.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Have a good day bye bye.