AccountId: 011433970860
ContactId: 2bc064c6-3d0e-4a25-be34-83883f0877d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261298 ms
Total Talk Time (AGENT): 44685 ms
Total Talk Time (CUSTOMER): 44052 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/2bc064c6-3d0e-4a25-be34-83883f0877d0_20250324T14:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm calling from a provider, sir.
[CUSTOMER][NEUTRAL] I have a member ID. I want to obtain eligibility.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] I'm sorry, I, I wasn't able to catch all of that. What was that?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. I'm calling from a provider's office. I have a member ID. I want to obtain eligibility, would like to verify the billing address, and want to know if there is any deductible for this member ID.
[AGENT][NEUTRAL] All right. Let me uh get a little bit more information from you and I'll get you over to the right department.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did you say you had a policy number?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] All right. What's that policy number?
[CUSTOMER][NEUTRAL] 02277638.
[AGENT][NEUTRAL] All right. Let's see here.
[AGENT][NEUTRAL] Alright, I'm not getting anything with that. Let's see here. You said 0227638?
[CUSTOMER][NEUTRAL] 02277638.
[AGENT][NEUTRAL] OK, there was a number missing in mine. I'm sorry about that. Let's see here.
[AGENT][NEUTRAL] All right. And the name of the insured?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] And I would just need a callback number from you in case we get disconnected.
[CUSTOMER][NEUTRAL] Uh, the callback number is [PII] direct line.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And uh what type of uh insurance is it that, oh well, I guess I can look at that. I apologize. Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, just give me one moment, all right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[AGENT][NEGATIVE] Oh dear.