AccountId: 011433970860
ContactId: 742dc9d3-e6f3-4caf-85f9-9e3724adb95a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179169 ms
Total Talk Time (AGENT): 90551 ms
Total Talk Time (CUSTOMER): 50866 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/742dc9d3-e6f3-4caf-85f9-9e3724adb95a_20250102T19:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yeah, I was calling to check eligibility for a patient.
[AGENT][NEUTRAL] OK, well, I can help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. Phone number is [PII].
[AGENT][NEUTRAL] Thank you for that and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] I have 614-671.
[AGENT][POSITIVE] 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] [PII] date of birth [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Mhm I mean excuse me, [PII].
[AGENT][NEUTRAL] OK, and thank you so much for verifying. I was getting ready to say I don't see her, OK. Thank you for verifying. So I'm showing that the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and um.
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] Do y'all have an online portal?
[AGENT][NEUTRAL] We do, um, so on our website, [PII].
[AGENT][NEUTRAL] Once the page comes up to the top right corner, you'll see where it says sign, I believe it says sign in or sign up, but you'll see that option. You'll just go ahead and click there and then you'll um use the option that your group or provider and then just follow the prompts and you can um start your
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Online portal account.
[CUSTOMER][NEUTRAL] OK, OK, and then do y'all have, um, hers is a fee schedule, right? Is that correct?
[AGENT][NEUTRAL] Um, let me take a look at what type she has.
[CUSTOMER][NEUTRAL] Or he excuse me.
[AGENT][NEUTRAL] Oops, sorry, I said it too. Hold on one second. Let me see.
[AGENT][NEUTRAL] Option B.
[AGENT][NEUTRAL] Yes, um, this policy is on a fee schedule.
[CUSTOMER][NEUTRAL] OK, is there any way you can fax me over y'all'see schedule?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, I can fax you the fax back. What's a good fax number for you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 387.
[AGENT][NEUTRAL] And should I put attention [PII]?
[CUSTOMER][POSITIVE] Yes, that'll be fine.
[AGENT][POSITIVE] All righty. Well, I am sending this over to you right now. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No that is it. I appreciate your help today.
[AGENT][POSITIVE] Well, you're very welcome and thanks for calling APL and happy New Year.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.