AccountId: 011433970860
ContactId: 2e5e3fae-3f7a-4f4a-afae-6b26f0c03ff3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122339 ms
Total Talk Time (AGENT): 54828 ms
Total Talk Time (CUSTOMER): 42448 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/2e5e3fae-3f7a-4f4a-afae-6b26f0c03ff3_20250617T14:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], my name is [PII]. I am calling from a facility, a provider office trying to verify patients benefits for outpatient ambulatory surgery.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] So I'll be more than happy to help you with the outpatient benefits, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh huh it's [PII].
[CUSTOMER][NEUTRAL] Extension it's gonna be [PII].
[AGENT][NEUTRAL] Thank you, and may I have the member's policy number?
[CUSTOMER][NEUTRAL] We have 02494961.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] We have one [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So the policy has been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, now for the benefits, um, that's actually through web TPA. We don't have access to the actual benefits because APL doesn't administer the product, um, but I can give you the phone number and transfer you over so you can get the breakdown.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure, I'm ready.
[AGENT][NEUTRAL] Alright, so the phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much OK.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That was it thank you.
[AGENT][NEUTRAL] Alright, well thanks for calling APL. Hold on one moment for your transfer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Web TPA.