AccountId: 011433970860
ContactId: 6eb32be5-36f1-4290-835d-c56f75824318
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142910 ms
Total Talk Time (AGENT): 38229 ms
Total Talk Time (CUSTOMER): 71198 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/6eb32be5-36f1-4290-835d-c56f75824318_20250211T20:00_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi, [PII], good afternoon. My name is [PII]. I'm calling from Florida ENT Associates and I'm calling to to verify a patient's eligibility.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility and sharer, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, contact [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 021-923-28 M like Mary L like Lion H.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hold on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Wait, oh my God.
[AGENT][NEUTRAL] My second time.
[CUSTOMER][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] Hold on, let me see.
[CUSTOMER][NEUTRAL] Are you eating your food?
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] One second, I, I, I think something is off.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I think I did this one already. Oh no. Um, OK, actually,
[AGENT][NEUTRAL] We'll take it down.
[CUSTOMER][NEUTRAL] No, I don't.
[CUSTOMER][NEUTRAL] I mean, we can still verify if the patient is active or not. Um, what were you asking me? Sorry.
[AGENT][NEUTRAL] Oh, so no, I was just saying the policy has been active since [PII].
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's everything. Thank you.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too, bye-bye.