AccountId: 011433970860
ContactId: 0afa96fb-0cb8-4d9e-b19b-dc7c84de3483
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152199 ms
Total Talk Time (AGENT): 70877 ms
Total Talk Time (CUSTOMER): 36668 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/0afa96fb-0cb8-4d9e-b19b-dc7c84de3483_20250326T14:40_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] Yes, I was calling to uh check eligibility.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you. And what is a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the policy number for the patient, [PII]?
[CUSTOMER][NEUTRAL] I have 0208.
[CUSTOMER][NEUTRAL] 7956.
[AGENT][NEUTRAL] All right, thank you. And the patient's name and today's date?
[AGENT][NEUTRAL] I'm sorry, date of birth?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, Terrell Lot, [PII].
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] And I can help you with the eligibility for Terrell. Let me check one thing.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Now this policy.
[AGENT][NEUTRAL] I'm just checking on it for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] This policy is handled through our third party administrator with TPA.
[AGENT][POSITIVE] I can give you their phone number for further eligibility and benefits. I can also transfer you to them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Their phone number is [PII].
[CUSTOMER][NEUTRAL] OK, you can yeah you can just.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You want [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII]. If you need the phone number that I can transfer you.
[CUSTOMER][NEUTRAL] Alright [PII].
[CUSTOMER][POSITIVE] Got you.
[AGENT][POSITIVE] All right, and I'll be happy to transfer you to them.
[AGENT][NEUTRAL] Before I do, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Alright sounds good thank you.
[CUSTOMER][NEUTRAL] No, that is it.
[AGENT][NEUTRAL] Oh thank you [PII] for calling APL. I'll transfer you to web GPA for further eligibility and benefit information. Thank you for calling APL. One moment please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Welcome to Web TPA.