AccountId: 011433970860
ContactId: 5e359b80-c8c7-45bf-a10e-cc73ea882933
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126819 ms
Total Talk Time (AGENT): 59418 ms
Total Talk Time (CUSTOMER): 59279 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/5e359b80-c8c7-45bf-a10e-cc73ea882933_20250213T14:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am, my name is [PII]. I'm calling from a provider's office. I just was calling to verify eligibility for a patient.
[AGENT][POSITIVE] OK, I can help with that, [PII]. Thank you. May I have your call back number if disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number please [PII]?
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] Um, 02536216.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much, and I have that number pulled up and the member shows effective as of [PII] and this policy shows active. Um, do you need benefits as well? I can send over a fax back for you, give you a breakdown.
[CUSTOMER][NEUTRAL] Yes, ma'am. I just would need a fax for it.
[AGENT][NEUTRAL] Of course, OK, and may I please have your fax number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, and let me just repeat that just to confirm. I have that as [PII].
[CUSTOMER][NEUTRAL] Yes, and before I let you go, I don't wanna forget, does he have any history on file for this year?
[AGENT][NEUTRAL] OK, let me check that for you one moment.
[CUSTOMER][NEUTRAL] Or anything that would affect um from last year.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] The member has absolutely no history at all on file, nothing on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, perfect, thank you so much. um, can I get a reference number for the phone call?
[AGENT][NEUTRAL] Um, you're welcome, [PII]. We do not use reference numbers. You can use my name [PII] last initials [PII], and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much ma'am.
[AGENT][POSITIVE] You're welcome, [PII], and thank you for calling APL and I get this sent over to you.
[CUSTOMER][POSITIVE] OK perfect you have a great day bye bye.
[AGENT][POSITIVE] Thank you you too bye bye.