AccountId: 011433970860
ContactId: 64f7d99a-888e-4d05-b88d-acac8ce29ece
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121639 ms
Total Talk Time (AGENT): 49010 ms
Total Talk Time (CUSTOMER): 43016 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/64f7d99a-888e-4d05-b88d-acac8ce29ece_20250313T20:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was calling to check eligibility and benefits on a patient.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And do you have a phone number and in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I have 666-128.
[AGENT][NEUTRAL] 666-128.
[CUSTOMER][NEUTRAL] It looks uh looks like that's the group number um.
[AGENT][NEUTRAL] Is it a policy certificate number, outpatient inpatient number, or?
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Uh, can I give you your social?
[AGENT][NEUTRAL] Yes, I can look at it by the social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Patient's name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his date of birth
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes ma'am, does he have a member ID that I could have?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It is the one you gave me. It was correct, the 666128.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] And do you want the benefits over the phone or would you like a fax back?
[CUSTOMER][POSITIVE] Uh, fax is great. Can you tell me, uh, just to make sure the plan is active?
[AGENT][POSITIVE] Yes, ma'am, it is active.
[CUSTOMER][POSITIVE] Perfect and yes, a a fax back would be great.
[AGENT][NEUTRAL] And what's your
[AGENT][NEUTRAL] OK, what's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'll fax that to you. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No ma'am, that'll be it thank you.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good afternoon.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you. Bye-bye.