AccountId: 011433970860
ContactId: 732a5b0f-6328-4b43-8eb2-0a0b3e2a427e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103980 ms
Total Talk Time (AGENT): 33581 ms
Total Talk Time (CUSTOMER): 50691 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/732a5b0f-6328-4b43-8eb2-0a0b3e2a427e_20250218T13:24_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Arrowhead Clinic. Is this uh option to verify benefits?
[AGENT][POSITIVE] I can help you, yes ma'am. Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII] option 4.
[AGENT][NEUTRAL] Thank you, [PII]. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 025-71736.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[AGENT][NEUTRAL] What was the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his date of birth.
[CUSTOMER][NEUTRAL] Um, let me look.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits.
[CUSTOMER][NEUTRAL] Well, yeah, and then I wanted to also ask, there's a policy certificate number and then there's also a medical ID number. Are we supposed to use the policy certificate number for his.
[AGENT][POSITIVE] Yes, ma'am, the one that you gave me, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And then just wanted to clarify eligibility.
[AGENT][NEUTRAL] The effective date is [PII]. The policy is active.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] No.