AccountId: 011433970860
ContactId: 62535e01-5938-469d-b7a4-80a0b27684fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124459 ms
Total Talk Time (AGENT): 52378 ms
Total Talk Time (CUSTOMER): 30287 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/62535e01-5938-469d-b7a4-80a0b27684fd_20250219T20:49_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, my name is [PII]. I'm calling to get some um eligibility and benefits on a mutual member.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits, Ms. [PII]. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] Thank you. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[CUSTOMER][NEUTRAL] Policy number is 02596401.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK. I do show that [PII] does have an active policy with us. And her effective date is
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits it's not a guarantee of payment um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll need to transfer you now on over to web I'm sorry uh yes web TPA a multi plan so that they can help you as far as the benefits go with this policy.
[CUSTOMER][NEUTRAL] OK, is that gonna, is that gonna be a live rep?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, that's fine thank you.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you for calling
[AGENT][POSITIVE] [PII] you have a great day.
[CUSTOMER][POSITIVE] You too thanks.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] For questions