AccountId: 011433970860
ContactId: 6d7eb4da-f21a-4f23-8fef-00634d910362
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139360 ms
Total Talk Time (AGENT): 59903 ms
Total Talk Time (CUSTOMER): 51890 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/6d7eb4da-f21a-4f23-8fef-00634d910362_20250320T13:05_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], and I'm just trying to verify patients eligibility and benefits.
[AGENT][NEUTRAL] OK, thank you, Mo, give me one moment. I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] option 2.
[AGENT][POSITIVE] Thank you so much. And what is your policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 02475736.
[AGENT][NEUTRAL] OK, I have that as 02475736. Thank you, [PII].
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And do you need only eligibility or do you need benefits as well? I can fax over a schedule of benefits to you.
[CUSTOMER][NEUTRAL] Um, yes, can I get that fax of the benefits, and I just need to know the patients, uh, group name.
[AGENT][NEUTRAL] OK, one moment please, and he is the policy holder with an effective date of [PII]. Look at that group name for you.
[AGENT][NEUTRAL] One moment, sorry.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, the group name is MAU.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the group number is 70056.
[CUSTOMER][NEUTRAL] OK, and I got the uh I know it's through [PII] and I got the PO box from.
[CUSTOMER][NEUTRAL] The card is this a PPO policy?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and I'm assuming everything else like the deductible max group coverage and frequencies is gonna be on the fax.
[AGENT][NEUTRAL] Yes, it will be on the fax. What is your fax number please? Thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that was [PII]. I'll get that faxed over to you.
[AGENT][POSITIVE] And he has no history at all on the file. You're welcome and thank you for calling APL. Have a good day. Thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm bye.