AccountId: 011433970860
ContactId: 3ea3c71c-5216-4d1f-9e9a-58e49ed5e266
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121139 ms
Total Talk Time (AGENT): 58816 ms
Total Talk Time (CUSTOMER): 42851 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/3ea3c71c-5216-4d1f-9e9a-58e49ed5e266_20250417T18:14_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII], my name is [PII]. I'm calling from UL Physicians. I'm trying to see if the patient has an active policy. I'm trying to make sure an office visit, um, for a PCP office would be covered.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits for patient Ms. [PII], um, can I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] All right, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII] Um the other last name is [PII] or [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 11385.
[CUSTOMER][NEUTRAL] ID number D for [PII], 42031805.
[AGENT][NEUTRAL] OK, Ms. [PII], I'm going to need to transfer you now on over to uh IMA so that they can help you with the benefits and eligibility of this patient. Let me give you the phone number just in case the call is dropped. You'll be able to call them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII] and once you connect you would choose option one.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome and I'm gonna go ahead and transfer you on over now. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well you have a happy [PII] and thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Thank you for calling 90. If you would like to