AccountId: 011433970860
ContactId: 0fbf5814-3720-4cfd-9b5a-5708faaae39a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100720 ms
Total Talk Time (AGENT): 44268 ms
Total Talk Time (CUSTOMER): 39158 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/2025/06/04/0fbf5814-3720-4cfd-9b5a-5708faaae39a_20250604T21:10_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm with Cherokee Nation Patricia Care, and I am needing to check on a patient's benefits to see if it is still an active policy.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you, Ms. [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] It is hang on just one second.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] 01866210
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] OK, uh, so her effective date is [PII] and she is active.
[AGENT][NEUTRAL] And give me a moment.
[AGENT][NEUTRAL] And as far as benefits you will have to contact Web TPA and I can give you their phone number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it is [PII], option 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] 3? OK, alright, thank you so much for your help.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] You are welcome. Thank you for calling APL Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Mhm you as well bye bye.
[AGENT][NEUTRAL] Bye.