AccountId: 011433970860
ContactId: 1a4ee216-506f-461a-80bc-a4a329e34750
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202949 ms
Total Talk Time (AGENT): 90082 ms
Total Talk Time (CUSTOMER): 59085 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/1a4ee216-506f-461a-80bc-a4a329e34750_20250303T20:37_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi this is [PII] with um uh Pacific West Ambulance. How are you?
[AGENT][POSITIVE] I'm good, thank you. How about you, Mr. [PII]?
[CUSTOMER][POSITIVE] I'm good thank you yes um.
[CUSTOMER][NEUTRAL] And I am calling about insurance. I'm just calling to verify eligibility for one of our patients.
[AGENT][POSITIVE] OK, sure, I can assist you with eligibility. May I have a callback number just in case we get disconnected?
[CUSTOMER][POSITIVE] Absolutely [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number, Mister [PII].
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 11
[CUSTOMER][NEUTRAL] 3942.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. And you say you need eligibility, correct?
[CUSTOMER][NEUTRAL] Yes, please, um, for specifically for the date of [PII] of this year.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, do you need any benefits or just to know the policy was active?
[CUSTOMER][NEUTRAL] I just need to know if the policy was active.
[AGENT][NEUTRAL] OK, we have an effective date of [PII] and it is active at the moment.
[CUSTOMER][POSITIVE] Excellent um.
[CUSTOMER][NEUTRAL] And can you please tell me what your um mailing address is for claims?
[AGENT][NEUTRAL] Yes, um, let me check on this one because we use 2 depending on the product, so let me check on this one.
[AGENT][NEUTRAL] Uh, let's see, OK.
[AGENT][NEUTRAL] OK, so this one it looks like it's gonna be through web TPA um let me go ahead I will have to transfer you over to web TPA to get that information is that OK?
[CUSTOMER][NEUTRAL] Um, well, actually, let me see here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do have an example of an ID card and it shows [PII]. Do you know off the top of your head if that would be it?
[AGENT][NEUTRAL] Uh, we don't have that information. We don't have access to that information unfortunately. I'm so sorry.
[CUSTOMER][NEUTRAL] OK, probably no, that's fine. That'd probably be best. Uh, my final question before you transfer though, um, can I get your name again?
[AGENT][NEUTRAL] OK. My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Excellent thank you so.
[AGENT][NEUTRAL] You're welcome and thank you for calling APL. One moment while I transfer you over to Web TPA and let me go ahead and give you their number for future, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] The number is 18669759458.
[CUSTOMER][POSITIVE] Excellent thank you.
[AGENT][NEUTRAL] OK, you're welcome and thank you for calling APO. Have a good afternoon. One moment while I transfer.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to