AccountId: 011433970860
ContactId: f59221f2-0086-4489-9564-8c8a2613a5b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139509 ms
Total Talk Time (AGENT): 34852 ms
Total Talk Time (CUSTOMER): 35908 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/f59221f2-0086-4489-9564-8c8a2613a5b4_20250327T14:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from the provider office. How are you doing?
[AGENT][POSITIVE] I'm doing well, [PII], how are you?
[CUSTOMER][POSITIVE] Yeah man so good, thanks for asking. Uh, I want to check patient eligibility.
[AGENT][NEUTRAL] We're just checking eligibility.
[CUSTOMER][NEUTRAL] The patient eligibility.
[AGENT][NEUTRAL] OK, um, I could check that for you, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hold a moment. Let me, let me check in my system.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] All right. It's Alpha H Henry Peter 549409.
[AGENT][NEUTRAL] I'm sorry, [PII], could you repeat that please?
[CUSTOMER][NEUTRAL] Sure. A Alpha H Henry P. Peter 549409.
[AGENT][NEUTRAL] OK, that's uh not going to be one of our policy numbers, [PII]. Do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you still there, [PII]?
[CUSTOMER][NEUTRAL] Yeah, I'm here. Can you please uh verify one more time?
[AGENT][NEUTRAL] That's not one of our policy numbers. I did not get a result with that. Do you have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] All right.