AccountId: 011433970860
ContactId: 34861ec9-64ae-4dcc-8e25-3698cdf1c95f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263559 ms
Total Talk Time (AGENT): 85059 ms
Total Talk Time (CUSTOMER): 96709 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/34861ec9-64ae-4dcc-8e25-3698cdf1c95f_20250106T16:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII]. I'm calling on behalf of the provider's office for eligibility and benefits on the color line. Can you go with that, please.
[AGENT][POSITIVE] Uh yes ma'am, I can help you with benefits. Ms. [PII], can you give me your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh sure. That is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Mhm. The patient's name I have here is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then what's [PII]'s policy number?
[CUSTOMER][NEUTRAL] That is 01836113.
[AGENT][NEUTRAL] OK, let me pull in this policy real quick.
[CUSTOMER][POSITIVE] Mhm. Oh sure, no problem.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII].
[AGENT][NEUTRAL] And if you give if you give me your fax number, I can send you a fax back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With his complete benefit breakdown.
[CUSTOMER][POSITIVE] Um, I'm so sorry.
[CUSTOMER][NEUTRAL] Oh, I'm so sorry. I'm so sorry to let you know that actually I'm very new to the system, so I don't have access to fax as of now. So in case if you don't mind me, could you please help me to uh calls? Would that be OK?
[AGENT][NEUTRAL] Yes, that'll be fine. Let me pull in his, his um fax back benefits and this is just to verify benefits. It's not a guarantee of payment, um, let me get it pulled up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thank you very much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I've got him pulled up.
[CUSTOMER][POSITIVE] Mhm thank you.
[CUSTOMER][NEUTRAL] So first of all, can you please help me with the fees schedule of the plan so that I can attach you? Would that be OK?
[AGENT][NEUTRAL] Yes, the fee schedule is um done by UCR.
[CUSTOMER][NEUTRAL] UCR, OK. Thank you very much. And uh can you please help me with the claim mailing address as well?
[AGENT][NEUTRAL] Yes, ma'am. The mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] OK, got that. Thank you very much once again for all those information, and can you please help me here with the group name and the group number as well?
[AGENT][NEUTRAL] Yes ma'am, the group number is.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] 15,210.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the group name is Universal Trucking Henne.
[CUSTOMER][NEUTRAL] OK, Universal.
[CUSTOMER][NEUTRAL] Tracking unit, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I I.
[CUSTOMER][NEUTRAL] Mm OK. Yeah, one moment. I'm not able to get that. One moment, please.
[CUSTOMER][NEUTRAL] OK, can you help me spell the second word, please?
[AGENT][NEUTRAL] Yes, um H E N I F F.
[CUSTOMER][NEUTRAL] H E N I F F. One moment, please.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Bear with me, please. Let me just pull up the group name here.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I