AccountId: 011433970860
ContactId: 81f44fb8-a645-4cf2-930b-0c58e5a22215
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127220 ms
Total Talk Time (AGENT): 47784 ms
Total Talk Time (CUSTOMER): 54410 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/81f44fb8-a645-4cf2-930b-0c58e5a22215_20250306T16:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from my provider's office and I'm just needing to verify COB information and eligibility for a member.
[AGENT][POSITIVE] OK, I can help you with the policy number, [PII], and a good call back number for you.
[CUSTOMER][NEUTRAL] Um, sure, I do need to let you know the entire call will be monitored and recorded for quality and compliance purposes. Uh, the member ID is 02579342.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm so sorry, what was the other thing that you asked me?
[AGENT][NEUTRAL] Your callback number?
[CUSTOMER][NEUTRAL] Oh, OK, that's what I thought you said I wanna make sure [PII].
[AGENT][POSITIVE] OK, thank you, got that.
[AGENT][NEUTRAL] And we're checking eligibility and COD information?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes, just to see, I don't know if you guys update coordination of benefits, but if you do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]
[CUSTOMER][NEUTRAL] Um, let me see, my computer just pass down me, OK, it's [PII], uh, 102,570.
[AGENT][NEUTRAL] Alright, so I'm showing the policy effective date is [PII], uh, policy is active at this time and so, um, the major medical policy would be primary to the Metin gap policy with APL.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Alright and then do you have a reference number?
[AGENT][NEUTRAL] Mhm, you'll use my name in today's status reference for today's call [PII].
[AGENT][NEUTRAL] [PII] and first initial last name is [PII] and any other questions [PII] I can help with today?
[CUSTOMER][POSITIVE] No, that was it. Thank you so much.
[AGENT][POSITIVE] You're welcome thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye