AccountId: 011433970860
ContactId: 7a1d8de6-fcb7-4668-b8ee-8d38a3a6ac40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195500 ms
Total Talk Time (AGENT): 47274 ms
Total Talk Time (CUSTOMER): 70157 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/7a1d8de6-fcb7-4668-b8ee-8d38a3a6ac40_20250626T15:04_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm calling to verify eligibility and get benefits for my patients.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits. Could I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] and my call back number is [PII].
[AGENT][NEUTRAL] OK, and did you say [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and [PII], do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Um, I have the social. Would that work?
[AGENT][POSITIVE] Yeah, that'll work.
[CUSTOMER][NEUTRAL] OK, I'm gonna have my daughter read it to you because I'm driving, so hang on.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Did you get that?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And what was the patient name?
[CUSTOMER][NEUTRAL] Patient is [PII].
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][NEUTRAL] [PII] I believe.
[CUSTOMER][NEUTRAL] Do you need his date of birth?
[AGENT][NEUTRAL] I'm still trying to locate them in our system, um.
[CUSTOMER][NEUTRAL] He's supposed to be um active as of the um.
[CUSTOMER][NEUTRAL] I think this week but uh I checked like Monday and and he wasn't active yet so I'm that's why I'm checking again to see if he's active yet or in your system. He should she was supposed to be active on Monday.
[AGENT][NEUTRAL] OK, yeah, I'm not locating them in our system. Do you by chance have a group number?
[CUSTOMER][NEUTRAL] No, cause, cause he's new and we haven't seen him yet.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But he's in pain, so I don't understand why it's not showing.
[AGENT][NEUTRAL] Uh, I'm not locating him in our system, so maybe he's supposed to be active 71 possibly, but.
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] Is it only like at the beginning of the month?
[AGENT][NEUTRAL] Uh, it depends on the employer and their eligibility rules, so, um, I would suggest you contact his human resources with his employer.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you for checking.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thanks.