AccountId: 011433970860
ContactId: 18af32e3-3492-4052-9e67-d2eed0d8470c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303380 ms
Total Talk Time (AGENT): 97089 ms
Total Talk Time (CUSTOMER): 91467 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/18af32e3-3492-4052-9e67-d2eed0d8470c_20250207T15:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. I'm trying to verify benefits for a surgery patient.
[AGENT][NEUTRAL] OK, I can help you with that. Can I get your name, please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]
[AGENT][POSITIVE] OK, thank you [PII]. And can I get a good call back number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, uh [PII].
[AGENT][NEUTRAL] OK, thank you. Is that correct or?
[AGENT][NEUTRAL] Is there an extension?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's the policy that you're calling on?
[CUSTOMER][NEUTRAL] Uh, the name of the policy?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, do you have the policy number?
[CUSTOMER][NEUTRAL] I'm, I'm asking you're wanting the name? Yes, I do have the number. Um, I actually have two different numbers. I'm not sure which one it is, um, one starts with a D and the other doesn't start with the letter.
[AGENT][NEUTRAL] The
[AGENT][POSITIVE] OK. I'm sorry.
[AGENT][NEUTRAL] Um, the one that doesn't have a letter in it.
[CUSTOMER][NEUTRAL] 02266763.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, hold on just a moment, let me pull that up for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and you're calling uh for benefits, is that correct? or eligibility?
[CUSTOMER][NEUTRAL] Eligibility
[AGENT][NEUTRAL] OK, let me connect you with our claims and benefits department they handle that part um if you don't, is there anything else that I can help you with in customer service before I transfer you?
[CUSTOMER][POSITIVE] Oh, no, thank you.
[AGENT][POSITIVE] Alright, thank you [PII] and I'll just a minute and I will transfer you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][POSITIVE] Hey Beach buddy, how are you?
[CUSTOMER][POSITIVE] I'm good how are you doing? It's Friday.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I have a provider on the phone.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she's calling for eligibility and benefits?
[CUSTOMER][POSITIVE] Perfect. What's that policy number? Did you get that?
[AGENT][NEUTRAL] I did 226-676-3 on a [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I didn't write down her last name, hold on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], yeah.
[CUSTOMER][NEUTRAL] And what is the provider's name? Did you get that information?
[AGENT][NEUTRAL] I sure did. I got copy and it's spelled [PII]
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Oh Lord, OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] It's her callback number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Extension [PII] and it is pronounced copy like copy paper.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And let me find my screen again.
[CUSTOMER][POSITIVE] Oh, OK, I thank you. I'll be happy to. I'm so glad you gave me that name so I can get it out before I talk to her.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Oh no, thank you. You have a great weekend.
[AGENT][NEUTRAL] You too. You ready?
[CUSTOMER][POSITIVE] Thanks [PII], yeah, I'm ready. Bye bye.
[AGENT][POSITIVE] OK thank you here she is.
[CUSTOMER][NEUTRAL] Good morning [PII]. My name