AccountId: 011433970860
ContactId: 08297c0d-93c8-4c94-b55c-b9ac980b554c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138820 ms
Total Talk Time (AGENT): 29601 ms
Total Talk Time (CUSTOMER): 35674 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/08297c0d-93c8-4c94-b55c-b9ac980b554c_20250327T15:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm, I'm calling from a provider's office. I was just trying to verify a patient's coverage and to find out what their benefits may be for basic office visit, PCP and specialist.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility and benefits. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII], um, and the call number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, I am showing, I just have, sorry, um, D as in David 43724041.
[AGENT][NEUTRAL] And do you have a copy of the member's ID card available?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Yes, I can hear you now.
[CUSTOMER][NEUTRAL] Can you hear me? Hello?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, I was saying the insurance card that they copied is, I can't even read it, hello?
[AGENT][NEUTRAL] OK, do you have the member's social?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Uh oh, something's going on. Hello?
[AGENT][NEUTRAL] Hello [PII].
[AGENT][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] Hello.
[AGENT][NEGATIVE] Disconnecting call due to no response.