AccountId: 011433970860
ContactId: 47ae6806-3934-4bda-8d3d-dd86044c8b81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111540 ms
Total Talk Time (AGENT): 44028 ms
Total Talk Time (CUSTOMER): 54608 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/47ae6806-3934-4bda-8d3d-dd86044c8b81_20250417T14:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi [PII], this is [PII] at Southern Val Joint Specialist in [PII]. I need to verify benefits on a patient please that has, um, or to see if their American Public Life is still active.
[AGENT][NEUTRAL] OK, and spell your name for me?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] and
[CUSTOMER][NEUTRAL] Last name is [PII].
[AGENT][NEUTRAL] OK, and it did you say this is for service in the office?
[CUSTOMER][NEUTRAL] Um, this is for, um, this is a provider's office and I need to check eligibility please.
[AGENT][NEUTRAL] Oh just eligibility, OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And if you could verify the policy number and a good phone number in case we're disconnected.
[CUSTOMER][NEUTRAL] OK, my phone number is [PII] and that's the direct number?
[AGENT][NEUTRAL] And I have the policy number.
[CUSTOMER][NEUTRAL] It's 02296370.
[CUSTOMER][NEUTRAL] And it's for [PII]. It's spelled [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] It is for um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, now this policy is administered by a different company, Web TPA and so they'll need to verify eligibility. I can give you their phone number and get you transferred if you would like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, thank you, that would be great.
[AGENT][NEUTRAL] The number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can get you transferred. Anything else?
[CUSTOMER][POSITIVE] OK, thank you, that's it thank you so much.
[AGENT][POSITIVE] Oh right, [PII], thanks for calling APL. Have a good day, one moment.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the ad.