AccountId: 011433970860
ContactId: f46d6bc5-804c-4ddc-aed5-ea5e01db049a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133479 ms
Total Talk Time (AGENT): 52988 ms
Total Talk Time (CUSTOMER): 47501 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/f46d6bc5-804c-4ddc-aed5-ea5e01db049a_20250314T18:08_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yeah, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII]. I'm calling from Western Nal to, uh, for a patient.
[AGENT][NEUTRAL] Sure, uh, do we just need to check eligibility today?
[CUSTOMER][NEUTRAL] Um, I just needed to know, uh, a percentage.
[AGENT][NEUTRAL] OK, for a specific procedure?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Got you. OK, we can take a look at those benefits, uh, [PII], first, can I get a good call back number from you in case we're disconnecting?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah it's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you and then uh did you have the policy number?
[CUSTOMER][NEUTRAL] It's gonna be 486-081-93.
[AGENT][NEUTRAL] OK, I think that's gonna be, yeah, that's a bit too long to be one of our policy numbers, [PII].
[CUSTOMER][NEUTRAL] I have a social
[AGENT][POSITIVE] We can definitely use that, OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what was the name for the patient?
[CUSTOMER][NEUTRAL] Um, [PII], oh sorry, uh, [PII].
[AGENT][NEUTRAL] OK. Well, I did not get a, I did not get a result with that social. Um I can try searching using their name, uh, if you wouldn't mind spelling out the first and last name for me.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII] is gonna be [PII]
[CUSTOMER][NEUTRAL] Uh [PII] is gonna be [PII]
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh, no, I have a [PII] no [PII], um, but no, nobody out with this name in our system.
[CUSTOMER][POSITIVE] OK then thank you.
[AGENT][NEUTRAL] Of course is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That would be all, thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.