AccountId: 011433970860
ContactId: 2c390e8f-ed63-4b84-8c20-711634027924
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331750 ms
Total Talk Time (AGENT): 82767 ms
Total Talk Time (CUSTOMER): 123111 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/2c390e8f-ed63-4b84-8c20-711634027924_20250207T19:17_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, I'm a provider and I'm calling for patient eligibility.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] D as in David 45401574
[AGENT][NEUTRAL] OK, do you have a copy of the ID card or number? We'll start with a 20.
[CUSTOMER][NEUTRAL] What the ID number?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It's 0
[CUSTOMER][NEGATIVE] Oh, that's a 0? Oh wait, I can't even say.
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] Is that on the ID card?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am.
[AGENT][NEUTRAL] Spell the patient's first and last name.
[CUSTOMER][NEUTRAL] The patient's first name is [PII].
[AGENT][NEUTRAL] And the last name?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] 2 inch, right.
[AGENT][NEUTRAL] And what's a good phone number [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What state does me uh reside?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] And I have the last name spelling as [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that's what I have and then first name is first name is [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What phone number did you dial?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna get you over to that location that's 90 degree, uh, maybe you may have just, uh, hit the wrong option maybe and that the number that you have on there, the card is their unique number. Give me one moment, OK?
[CUSTOMER][NEUTRAL] Uh one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Voicemail for direct to agent press 1 and voicemail for Q press 2.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members.
[CUSTOMER][NEUTRAL] Please select
[CUSTOMER][NEUTRAL] 90 degrees. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APL. I, I, I have an employer, not an employer, a provider's office wanting to verify eligibility for the patient. Um, can I spell the name?
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so the last name is [PII]
[AGENT][NEUTRAL] And the first name is [PII]
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] It's not pulling up anything. Do you have a um date of birth?
[AGENT][NEUTRAL] No, but she does have the D number. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Can you give me that number again, please?
[CUSTOMER][NEUTRAL] It is 454-01574.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] [PII], we have her first name as [PII], OK, yeah, she just gave me an ID.
[CUSTOMER][NEUTRAL] OK, so she is currently active. Her effective date is [PII], and it is a wellness only plan, so it's only gonna cover preventative care.
[CUSTOMER][NEUTRAL] OK.