AccountId: 011433970860
ContactId: 723d53c3-6be2-4ce6-a007-d2d3915141b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154149 ms
Total Talk Time (AGENT): 65564 ms
Total Talk Time (CUSTOMER): 51085 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/723d53c3-6be2-4ce6-a007-d2d3915141b5_20250410T15:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from a provider's office about eligibility for 2 patients on the same policy.
[AGENT][NEUTRAL] OK, well, I can help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. It is [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, I have 02507322.
[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, the first one is going to be [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, and you said both of them are on the same policy, right?
[CUSTOMER][NEUTRAL] Yes, ma'am. The other patient will be [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that the policy is active and it's been effective since [PII] for all members.
[CUSTOMER][POSITIVE] Perfect. Is there any way I can get a fax back of their benefits?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Yes, and what's a good um fax number for me to fax the fax back to?
[CUSTOMER][NEUTRAL] That's gonna be [PII].
[AGENT][NEUTRAL] And should that be attention, [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and that's [PII]?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][POSITIVE] Alrighty, so I'm sending this over to you now. And was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, that'll be it for me today. Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Well, thanks for calling APL. If by the end of the day you do not, you have not received the fax, um, just give us a call back, we'll be more than happy to resend it for you, but I literally just press send.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.