AccountId: 011433970860
ContactId: 116b3010-85d9-4ca5-b17b-122d19de02b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144330 ms
Total Talk Time (AGENT): 73844 ms
Total Talk Time (CUSTOMER): 47918 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/116b3010-85d9-4ca5-b17b-122d19de02b8_20250414T15:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I'm [PII]. I'm calling from a provider's office. um I just needed some eligibility and benefits for a patient we're seeing tomorrow.
[AGENT][POSITIVE] Sure, I can take eligibility and benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Um, well, I have this, I have her social.
[AGENT][NEUTRAL] Oh sure, that's that's fine, that's fine.
[CUSTOMER][NEUTRAL] I don't have the actual card.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And what was the name for the member?
[CUSTOMER][NEUTRAL] The member's name is [PII].
[AGENT][NEUTRAL] OK, and then did you have that date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that. Um, was this for uh dental or medical?
[CUSTOMER][NEUTRAL] It'll be for dental.
[AGENT][POSITIVE] It is dental, OK, awesome so that policy is active. Um, the effective date was [PII], and whenever you're ready I can give you that policy number.
[CUSTOMER][POSITIVE] OK, yes ma'am, you can go ahead.
[AGENT][NEUTRAL] OK, so that is 61.
[AGENT][NEUTRAL] 3872.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And if you'd like I can send you the fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][POSITIVE] Yes ma'am, that would be great.
[AGENT][POSITIVE] Awesome alrighty what was that fax number for you?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII] excuse me [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Awesome. Alrighty, I will get that sent to you now. It should get it here in about 10 minutes or so or within 10 minutes. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, ma'am, that is it.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Yes ma'am you too all right bye bye.
[AGENT][POSITIVE] Thank you, bye bye.