AccountId: 011433970860
ContactId: 813bd3ea-da00-4d37-abf4-5eb0b96dd581
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228300 ms
Total Talk Time (AGENT): 79798 ms
Total Talk Time (CUSTOMER): 122622 ms
Interruptions: 13
Overall Sentiment: AGENT=2.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/813bd3ea-da00-4d37-abf4-5eb0b96dd581_20250507T13:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APS. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning and thank you for calling APS. Hi, this is [PII]. I'm calling from provider's office. I'm here to verify number eligibility and benefits.
[AGENT][POSITIVE] OK, I'm so sorry. What was your name?
[CUSTOMER][NEUTRAL] I'm so sorry. What was your name? It's [PII].
[AGENT][NEUTRAL] Spell your name for me, please.
[CUSTOMER][NEUTRAL] Yeah, sure. [PII].
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Thank you. What is your callback number? [PII] direct line.
[AGENT][POSITIVE] Thank you, and you said that you need to get eligibility and benefits for one member?
[CUSTOMER][NEUTRAL] Thank you and you said that you need to get eligibility and benefits for one vendor.
[AGENT][NEUTRAL] Yes ma'am, I can help you with that and [PII], what is uh the member's policy number?
[CUSTOMER][NEUTRAL] Ma'am, I can help you with that, and [PII], what is, uh, the member's policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The policy number is 02559281ML8.
[AGENT][POSITIVE] Thank you, one moment please.
[CUSTOMER][POSITIVE] Thank you one moment please.
[AGENT][NEUTRAL] Instantly, any information that is provided will be a verification and of benefits.
[CUSTOMER][NEUTRAL] an any information that is provided will be the verification and of benefits.
[AGENT][NEUTRAL] And not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] And I guarantee of payment. What is your patient's name and date of birth? The patient name is [PII], and date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so she is the subscriber on this supplemental policy and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK, so she is the subscriber on this supplemental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And what type of benefit information do you need inpatient, outpatient or office?
[CUSTOMER][NEUTRAL] And what type of information do you need inpatient, outpatient or off office?
[AGENT][NEUTRAL] OK, so on this, OK, let me double check, but I don't believe that office visits are covered. Just one moment.
[CUSTOMER][NEUTRAL] OK, so on this, OK, let me double check, but I don't believe that office business's are covered. Just one moment.
[AGENT][NEUTRAL] OK, so now, ma'am, on this supplemental policy office visits are not covered.
[CUSTOMER][NEUTRAL] OK, now ma'am, on this supplemental policy office visits are not covered.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes, ma'am. You're welcome. And is there anything else that I could help you with today, [PII]?
[CUSTOMER][POSITIVE] Yes, and you're welcome. And is there anything else that I can help you with today, [PII]?
[AGENT][NEUTRAL] OK. Well, if that is all I can help.
[CUSTOMER][POSITIVE] Please provide me your name and that is all I can help.
[AGENT][NEUTRAL] Again, my name is [PII]
[CUSTOMER][NEUTRAL] Again, my name is [PII]
[AGENT][NEUTRAL] And my name along with today's date will be your call reference number.
[CUSTOMER][NEUTRAL] And my name along with today's state will be your call reference number.
[AGENT][POSITIVE] All right, [PII], you're welcome and thank you again for calling APL I I hope you have a nice day.
[CUSTOMER][POSITIVE] Good morning. You're welcome and thank you again for calling A PLA. Hope you have a nice day.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.