AccountId: 011433970860
ContactId: efee94f1-10b6-49f8-a59e-ec8c5ec59f3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322019 ms
Total Talk Time (AGENT): 102187 ms
Total Talk Time (CUSTOMER): 115383 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/efee94f1-10b6-49f8-a59e-ec8c5ec59f3f_20250319T14:56_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] Hi [PII], this is [PII] calling from Mayo Clinic. I'm looking for patients eligibility. Can you please help me with that?
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, sure, um, well, the patient's policy number is uh 100.
[CUSTOMER][NEUTRAL] 1407.
[CUSTOMER][NEUTRAL] P as in Papa. A as in Alpha.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, the name is uh [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, that's not who I pulled. Um, do you have the copy of the card, Mr. [PII], for APL?
[CUSTOMER][NEUTRAL] No, I do not have the copy of the card.
[AGENT][NEUTRAL] OK. And can you repeat that number one more time?
[CUSTOMER][NEUTRAL] Uh, the subscriber ID, I mean the patient's ID.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] The policy number, yes. Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes. Uh, it's 1001407 P as in Papa, A as in Alpha.
[AGENT][NEUTRAL] PE.
[AGENT][NEUTRAL] Yeah, we don't have any numbers that that ends with a [PII] and an [PII], um.
[AGENT][NEUTRAL] Do you have a social so I can do a social search or do you want me to do like a name search?
[CUSTOMER][NEUTRAL] Uh, can you please do a name search with the patient's name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. What's the spelling of the last name?
[CUSTOMER][NEUTRAL] Let me spell that for you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, sure, it's [PII].
[AGENT][NEUTRAL] OK, and what's the spelling of the first name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII], OK, let's see.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And there is also a middle name too.
[AGENT][NEUTRAL] OK, what's the middle name?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Oh that's [PII]
[CUSTOMER][NEUTRAL] No, it's [PII].
[CUSTOMER][NEUTRAL] Am
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me try.
[AGENT][NEUTRAL] Let me try.
[AGENT][NEUTRAL] Um, no, I'm not pulling that member. I tried, uh, the last name with uh the first name and middle name, and then I tried it without the middle name. I tried with um [PII]
[AGENT][NEGATIVE] And I tried it with [PII] instead of [PII] and nothing came up.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][POSITIVE] Alright, thank you so much sir for your help and uh the patient is uh not found in the system that's it, right?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Correct, yeah, it's not found in the system with APL.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Alright, thank you so much sir and uh can I have your name with the initial please?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][POSITIVE] All right, thank you so much, sir. And can I use your name and the state as uh just a call reference number just for the call?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, you can.
[CUSTOMER][POSITIVE] Alright, thank you so much sir and thank you so much for your help. Well you have a great day.
[AGENT][POSITIVE] Yeah. You as well thank you for calling APL. Bye-bye, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you and take care. Bye for now.
[AGENT][NEUTRAL] You too, bye bye.
[CUSTOMER][NEUTRAL] Bye.