AccountId: 011433970860
ContactId: 25a8e37f-e28b-481f-8749-190fb58ab658
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131779 ms
Total Talk Time (AGENT): 58639 ms
Total Talk Time (CUSTOMER): 67812 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/25a8e37f-e28b-481f-8749-190fb58ab658_20250417T17:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi um I'm just looking to um check eligibility and benefits for a patient.
[AGENT][NEUTRAL] Sure, I can check eligibility and benefits for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] right
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah it's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's going to be 02599340.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's going to be [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and if you'd like, I can send you the uh fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, that would be great um just let me know whenever you need the fax number.
[AGENT][POSITIVE] Sure, yeah, I'm ready when you are.
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] Alright, it's gonna be [PII] and can I go ahead and make sure that we're network with you guys as well.
[AGENT][NEUTRAL] OK, I'm going to read
[AGENT][NEUTRAL] So, so this plan does not have a network, uh, it pays a percentage based off of UCR.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK all right that sounds great.
[AGENT][NEUTRAL] Yeah, and then let me read that fax number back to you to make sure I heard it correctly uh that was [PII].
[CUSTOMER][NEUTRAL] One.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] Alright, I will go ahead and get that sent now. It should get it here within about 10 minutes or so. Was there anything?
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] No, that's it thank you very much.
[AGENT][POSITIVE] Alright, yeah, on APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Mm