AccountId: 011433970860
ContactId: 5a626866-3182-47e8-bfdd-b710218ca544
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 414220 ms
Total Talk Time (AGENT): 106785 ms
Total Talk Time (CUSTOMER): 63878 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/5a626866-3182-47e8-bfdd-b710218ca544_20250320T13:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Uh my name is [PII]. Last name initial [PII]. Calling from the provider's office to know the patient eligibility and benefits.
[AGENT][NEUTRAL] All right, [PII], um, so just in case we get disconnected, what's a good callback number for you?
[CUSTOMER][NEUTRAL] [PII], direct line.
[AGENT][NEUTRAL] All right. And um do you have a
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] D like Delta 41203597.
[AGENT][NEUTRAL] Oh, that doesn't sound like one of our policy numbers.
[AGENT][NEUTRAL] All right. Hold on just a moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Do you have the patient's social security number?
[CUSTOMER][NEUTRAL] Yes, the Social Security number is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, give me just a moment. I'm gonna try to pull it up by that, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII], can you tell me the name of your patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. Can you also verify her date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And what type of provider are you?
[CUSTOMER][NEUTRAL] Medical provider, cardiologist.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right [PII] so I can get you over to our benefits department to verify uh eligibility for Ms. [PII]. Was there anything else I could do for you today?
[CUSTOMER][NEGATIVE] No, nothing.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL. I hope you have a wonderful day. Hold on just a moment, I'm gonna get somebody on the line to further assist you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] I don't see the queue.
[CUSTOMER][NEUTRAL] Referring
[CUSTOMER][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in customer service. How are you doing today?
[CUSTOMER][NEUTRAL] I'm fine thanks how are you?
[AGENT][POSITIVE] I'm good, thank you. I have a provider calling to verify benefits um on a patient.
[CUSTOMER][NEUTRAL] OK, sure. Give me just a minute, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and what was the policy number?
[AGENT][NEUTRAL] It is 260.
[AGENT][NEUTRAL] 6091.
[CUSTOMER][NEUTRAL] OK, and you said this this was a provider on the other line?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Do you have their name?
[AGENT][NEUTRAL] Uh, his name is [PII].
[CUSTOMER][NEUTRAL] And the callback number?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the ID number he gave me, I don't know where he got that from. I had to, I had to search it by the social.
[CUSTOMER][NEUTRAL] OK, and the insured's name is uh [PII].
[AGENT][NEUTRAL] Um, yes, and he verified her name and date of birth.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Here he comes.
[CUSTOMER][POSITIVE] Thank you for holding this is [PII].