AccountId: 011433970860
ContactId: 0d5aa941-4d54-4d31-bfe9-35a9e83962ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102169 ms
Total Talk Time (AGENT): 53047 ms
Total Talk Time (CUSTOMER): 32571 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/0d5aa941-4d54-4d31-bfe9-35a9e83962ce_20250609T15:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I need to verify benefits and eligibility on a patient please.
[AGENT][NEUTRAL] Yeah, I can check eligibility and benefits for you. Uh, your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Policy number is 0197.
[CUSTOMER][NEUTRAL] 252-3.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] or I'm sorry, [PII], I'm reading incorrectly here and it is going to be [PII] of 70.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII] and if you'd like I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][POSITIVE] Perfect, that would be great.
[AGENT][NEUTRAL] OK, what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] 20, yes.
[AGENT][POSITIVE] OK, I will go ahead and send that now. I should get it within about 10 minutes or so. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] That is it. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.