AccountId: 011433970860
ContactId: ea698bb7-a050-45d2-9b93-468c7daeae1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138419 ms
Total Talk Time (AGENT): 47869 ms
Total Talk Time (CUSTOMER): 60918 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/ea698bb7-a050-45d2-9b93-468c7daeae1c_20250609T18:28_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], checking on patient eligibility.
[AGENT][NEUTRAL] OK, I could check eligibility for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] Ms. [PII].
[AGENT][NEUTRAL] [PII], OK, uh, can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes. The policy number is 325,396,900.
[AGENT][NEUTRAL] OK, so that's gonna be a bit too long to be one of our policy numbers. [PII], uh, do you maybe have their social I could search for them that way?
[CUSTOMER][NEUTRAL] I don't have the issue. Could you please check with the patient name or date of birth?
[AGENT][NEUTRAL] Uh, yes, if you wouldn't mind spelling out the member's first and last name please.
[CUSTOMER][NEUTRAL] Yes, the first name is [PII].
[CUSTOMER][NEUTRAL] [PII]. [PII] is the first name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the last name is [PII], yeah.
[AGENT][NEUTRAL] [PII], oh, go ahead.
[CUSTOMER][NEUTRAL] First name is [PII] and the last name is [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, [PII], I don't have anyone with that name in our system.
[CUSTOMER][NEUTRAL] OK. All right, sir. Uh, what is the call reference number?
[AGENT][NEUTRAL] It would be my first name, last initial, and today's date and so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, nothing else. Thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.