AccountId: 011433970860
ContactId: 0567413f-032f-4ff8-ad18-a2e44abcaece
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172889 ms
Total Talk Time (AGENT): 80829 ms
Total Talk Time (CUSTOMER): 61549 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/0567413f-032f-4ff8-ad18-a2e44abcaece_20250424T17:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I am calling from a provider's office, and I'm trying to get um eligibility and benefits for a patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with both the eligibility and the benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, um, a good contact number is [PII].
[CUSTOMER][NEUTRAL] 60.
[CUSTOMER][NEUTRAL] And then I have the member ID as 02492096.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] OK, can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I do see that the policy is active. It's been effective since [PII]. And hold on one moment, let me access the benefit.
[AGENT][NEUTRAL] And then what questions did you have in reference to the benefits?
[CUSTOMER][NEUTRAL] Are, are you able to fax that? um, are you guys able to fax it over to us?
[AGENT][NEUTRAL] Yes, I can send you a copy of the fax back. What's a good fax?
[CUSTOMER][NEUTRAL] The eligibility and
[CUSTOMER][NEUTRAL] Um, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And should that be attention, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So, what I, what I'm faxing over isn't the eligibility, it's the fax back with all the benefits, the calendar year max, deductible, that's what you want? OK.
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And that was 254. You're welcome. [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 7983.
[AGENT][NEUTRAL] 7983. OK, sorry about that.
[CUSTOMER][POSITIVE] Yes, it's OK.
[AGENT][NEUTRAL] All right, so I'm sending this over to you now. Did you have any like particular questions or you just needed to fax back?
[CUSTOMER][NEUTRAL] No, I just needed the fax back.
[AGENT][POSITIVE] OK. Well, I am sending this to you right now. You should be receiving it shortly. If you have not received it by end of day today, um, you can definitely give us a call and we'll be more than happy to um resend it for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] No that was it thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Bye.