AccountId: 011433970860
ContactId: 3f0246f3-574e-4b96-bbb2-47d76742cf8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180440 ms
Total Talk Time (AGENT): 69788 ms
Total Talk Time (CUSTOMER): 72539 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/3f0246f3-574e-4b96-bbb2-47d76742cf8b_20250109T19:58_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Oh hi, [PII]. This is [PII] calling from the provider's office for checking on an eligibility and benefit status for the patient.
[AGENT][NEUTRAL] OK, [PII], you said you were checking on eligibility and I didn't catch the end part and what else?
[CUSTOMER][NEUTRAL] Benefit
[AGENT][POSITIVE] Benefits. OK, we can definitely help you with that. Do you happen to have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes. Uh, the, uh, member ID that I have is uh 02489439 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] All right. And can you verify the patient's full name and date of birth for me, please, [PII]?
[CUSTOMER][NEUTRAL] Sure. What, what, what.
[CUSTOMER][NEUTRAL] Uh, the patient's full name is [PII], [PII] is the patient's date of birth.
[AGENT][NEUTRAL] Thank you for that. And can you verify her mailing address?
[CUSTOMER][NEUTRAL] Is it fine that I uh uh verify the uh address? I don't have email.
[CUSTOMER][NEUTRAL] You ask what email or the, OK, oh sorry. Yeah, [PII].
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Address.
[AGENT][NEUTRAL] Thank you for that. So I am showing that she is active and paid current, and since you're inquiring about benefits and eligibility, I will have to transfer you to another department, but I'll make sure I get someone before I release you, and I'll also give them all the details so you won't have to repeat that again. Is it OK if I transfer you, Ms. [PII]?
[CUSTOMER][POSITIVE] Uh, thank you so much. Sure, thank you so much.
[AGENT][POSITIVE] No problem thank you as well is there anything else I can help you with before I transfer you?
[CUSTOMER][POSITIVE] Nothing else for today. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. You have a wonderful day and hold please.
[CUSTOMER][NEUTRAL] er ring
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[AGENT][NEUTRAL] Hey, [PII], this is [PII]. I've got a provider on the back line who's wanting to get eligibility and benefits on the insured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Policy number is 248.
[AGENT][NEUTRAL] 94
[AGENT][NEUTRAL] 39.
[CUSTOMER][NEUTRAL] Alrighty, [PII] and who do I have on my line?
[AGENT][NEUTRAL] You're speaking to [PII].
[CUSTOMER][POSITIVE] OK, go ahead and give it to me then, no problem.
[AGENT][POSITIVE] All right. Here she goes. Thank you and have a good day.
[CUSTOMER][POSITIVE] You're welcome. You too, [PII].
[AGENT][POSITIVE] Thank you.