AccountId: 011433970860
ContactId: 2fc31434-88e4-4c2c-b791-4400c3132e27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159009 ms
Total Talk Time (AGENT): 75872 ms
Total Talk Time (CUSTOMER): 59459 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/2fc31434-88e4-4c2c-b791-4400c3132e27_20250319T15:04_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] Yes, hey [PII], I was just calling to verify someone's benefits.
[AGENT][POSITIVE] Well it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] Oh man, thank you. I thought I might have gotten it messed up.
[CUSTOMER][NEUTRAL] That's OK. That's close.
[AGENT][NEGATIVE] I can't even
[AGENT][NEUTRAL] I was trying. What's that policy number, please, ma'am?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well, I don't have one. I am calling from Montgomery vascular surgery. One of my physicians saw the patient while they were over at the hospital.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And they don't have a subscriber ID. I do have a social.
[AGENT][NEUTRAL] OK, what's the social?
[CUSTOMER][NEUTRAL] And I have a a group number but I don't know if that's supposed to be the ID the social is [PII].
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you. I can help you with eligibility. Let me give you his policy number.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] His policy number is 256.
[AGENT][NEUTRAL] 689 3.
[AGENT][NEUTRAL] And the policy is active with the effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and a claims mailing address I've got [PII].
[AGENT][NEUTRAL] Let me give you the correct address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] And that is for APL.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, no, I don't think so.
[AGENT][POSITIVE] Well, it's been a pleasure to assist you with that eligibility today, [PII], and thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] I'm, I'm pretty sure that's all.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.