AccountId: 011433970860
ContactId: 30d7a16f-3e25-4007-92c6-3a739ffc2c7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179729 ms
Total Talk Time (AGENT): 72309 ms
Total Talk Time (CUSTOMER): 67177 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/30d7a16f-3e25-4007-92c6-3a739ffc2c7c_20250623T16:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I'm calling from the provider's office. I'd like to know if this patient carry your insurance.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII] What's your name, ma'am? I not get your name.
[AGENT][NEUTRAL] It's [PII], last initial [PII]
[AGENT][NEUTRAL] Um sorry
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am. What's that policy number, please?
[CUSTOMER][NEUTRAL] OK, 000.
[CUSTOMER][NEUTRAL] 990.
[CUSTOMER][NEUTRAL] 74.
[CUSTOMER][NEUTRAL] 701.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. What's the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient's name is uh [PII], date of about [PII].
[AGENT][NEUTRAL] Uh, thank you. Spell the last name for me, please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, one moment. And M sorry, do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] OK. I do show he has a policy effective [PII] policy is active.
[CUSTOMER][NEUTRAL] OK, what kind of coverage he have it there medical coverage he, he have it or no?
[AGENT][NEUTRAL] It is a medical policy, uh, to verify benefits, you will have to contact uh Web TPA and I can give you their phone number when you're ready.
[CUSTOMER][NEUTRAL] Go yeah go ahead ma'am.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] 9
[CUSTOMER][NEUTRAL] 11 minute [PII].
[AGENT][NEUTRAL] [PII] and you select option three.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 3, that's the web TPA?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] The TPA is a web TPA Aetna or is a separate only the web TPA because I cannot pull her policy.
[AGENT][NEUTRAL] It's with TPA. They will be able to verify benefits with you. We can only verify eligibility.
[CUSTOMER][NEUTRAL] I'm having problem with it.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK, option 3. OK, thank you, Ms. [PII], thank you a lot, bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Mhm bye.