AccountId: 011433970860
ContactId: 142d860d-e078-4a5b-a7ed-f589d1942319
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 49049 ms
Total Talk Time (AGENT): 29128 ms
Total Talk Time (CUSTOMER): 15048 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/142d860d-e078-4a5b-a7ed-f589d1942319_20250220T16:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling from provider's office. I'm trying to set up the um.
[CUSTOMER][NEUTRAL] Like provider log in.
[CUSTOMER][NEUTRAL] For benefits need help with that?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Well, with the online service center, uh, it's not for providers as far as to verify benefits. It's only, uh, they can only use it as far as checking claim status or print out the EOBs or even submitting the claim once they've been set up, but not for benefits, um, but I can verify benefits over the phone if you like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, but y'all don't do there's no way to log online and verify it's not a thing.
[AGENT][NEUTRAL] Not to verify benefits, no, ma'am.
[CUSTOMER][NEUTRAL] OK, that's all I need to know.
[AGENT][POSITIVE] OK, uh, thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] No problem you too.
[AGENT][NEUTRAL] Bye.