AccountId: 011433970860
ContactId: 5bbcc69e-af2a-4fc5-b449-c23cd872407b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164169 ms
Total Talk Time (AGENT): 77575 ms
Total Talk Time (CUSTOMER): 57580 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/5bbcc69e-af2a-4fc5-b449-c23cd872407b_20250218T20:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office. I'm looking to verify benefits and eligibility for a patient.
[AGENT][POSITIVE] Yeah, I can check out what really and benefits for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, um, I have 025111117.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Uh, what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Um, this is [PII]. Uh, date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. So this policy is active. Effective date was [PII], and if you'd like, I can send you the uh fax back that shows all covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Uh, yes, perfect, um, and I'm sorry, can you repeat that effectively?
[AGENT][NEUTRAL] OK, yeah, what's that fax number for you?
[AGENT][NEUTRAL] Oh sure, that is no, you're OK, of course that effective date was [PII].
[CUSTOMER][NEUTRAL] Oh, I'm sorry, can you repeat the effect please mhm.
[CUSTOMER][NEUTRAL] OK and then the group number and employer?
[AGENT][NEUTRAL] Oh sure, give me just a moment.
[AGENT][NEUTRAL] OK, that group number is 70075.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Group name is Theo Company Inc.
[CUSTOMER][NEUTRAL] Alright perfect and then can I just have, oh yeah, you can send the fax, um, the fax number is the same callback number I gave you without the extension, the [PII] number.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, and I would just put this to your attention, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alright, I will get that sent to you now. Uh, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, just a name and reference number for this call, please.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII]
[CUSTOMER][POSITIVE] All right perfect thank you so much and you have a good day.
[AGENT][POSITIVE] OK, of course, you too thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.