AccountId: 011433970860
ContactId: 3a6aadee-c218-43b1-9ef2-5804d04abb8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298779 ms
Total Talk Time (AGENT): 86817 ms
Total Talk Time (CUSTOMER): 46749 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/3a6aadee-c218-43b1-9ef2-5804d04abb8a_20250227T19:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I need I'm calling from provider facility and I need to verify eligibility and benefits and check physical therapy benefits for a member.
[AGENT][NEUTRAL] All right. um, who do we have as a member?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And may I have your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] All right, Ms. [PII], what is a good callback number in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And we are going to verify eligibility for Mr. [PII]. And what is his policy number?
[CUSTOMER][NEUTRAL] 02446838
[AGENT][NEUTRAL] Alright, and allow me just a second while I pull up his policy.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right. And can we verify his date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, perfect. All right, Ms. [PII], I will go ahead and transfer you to the claims department so they can go ahead and assist you further. I will go ahead also and provide the policy information, information, sorry, uh, for Mr. [PII]. Does that sound good?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[AGENT][NEUTRAL] My apologies for the wait, Ms. [PII]. It looks like all of our representatives are in a call right now. Do you mind continue uh waiting?
[CUSTOMER][POSITIVE] OK, I can do that. Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] This [PII].
[AGENT][NEUTRAL] Good afternoon [PII]. This is [PII] in customer service. I have um Ms. [PII] calling from a provider's office, checking on eligibility for a patient. Is that something you can help him with, help her with?
[CUSTOMER][NEUTRAL] Yes, may I have a policy number?
[AGENT][NEUTRAL] Mhm, that policy number is 244.
[AGENT][NEUTRAL] 683 8.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And her callback number?
[AGENT][NEUTRAL] Uh, the same one she's calling from, the one ending in [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Hi [PII], my name is [PII], and I'll be happy to assist you today. How are you?
[CUSTOMER][NEUTRAL] Oh, just plug it along here.
[CUSTOMER][NEUTRAL] So you need to verify.