AccountId: 011433970860
ContactId: 111f19a9-f45d-4bf6-a1b7-6e3d98aaec70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140960 ms
Total Talk Time (AGENT): 47155 ms
Total Talk Time (CUSTOMER): 68803 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/111f19a9-f45d-4bf6-a1b7-6e3d98aaec70_20250311T20:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, sorry. Yeah, this is [PII] and I'm calling to get the eligibility and benefits, please.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with eligibility and benefits. Can I please get your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yeah, [PII]. And I'm calling on behalf of Florida Center for Allergy and Asthma Care Associates.
[AGENT][NEUTRAL] OK, thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, yeah. It is [PII]. Date of birth [PII]. And I have ID number 60801.
[AGENT][NEUTRAL] OK, that number that you just gave me is our payer ID number to send electronically.
[CUSTOMER][NEGATIVE] Um, sorry, it's just that you're breaking in and out. I can barely hear you.
[AGENT][NEUTRAL] That payer ID number that you just gave me is our.
[AGENT][NEUTRAL] Uh, the number that you just gave me is our payer ID number.
[CUSTOMER][NEUTRAL] So that is not a member ID number?
[AGENT][NEUTRAL] To file claims.
[AGENT][NEUTRAL] No, that's the number to file claims electronically.
[CUSTOMER][NEUTRAL] Um, OK, give me just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, let's see. Give me a minute. Let me see if maybe I have something else.
[CUSTOMER][NEUTRAL] Well, actually, there's nothing else.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, yeah, sorry, you know what, I, sorry?
[AGENT][NEUTRAL] Do you have also?
[AGENT][NEUTRAL] Do you have the social security number?
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEUTRAL] No, I don't, um, that's all the information that I got, but don't worry, let me just um confirm the information with my team and I call back in a minute. Thank you.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] OK, sounds perfect.