AccountId: 011433970860
ContactId: 8ec465e6-6000-46c5-bdde-3985f5c7d346
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135919 ms
Total Talk Time (AGENT): 47042 ms
Total Talk Time (CUSTOMER): 46523 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/8ec465e6-6000-46c5-bdde-3985f5c7d346_20250527T17:53_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, hi ma'am. My name is [PII] and I'm calling from [PII] I this specialist. I was calling to get a member's eligibility as well as benefits.
[AGENT][NEUTRAL] OK, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yes, um, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, um, 021-73213.
[AGENT][NEUTRAL] Thank you [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Um, it'll be uh a little, no, I'm sorry, uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Um, that would be [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were needing benefits?
[CUSTOMER][NEUTRAL] So that I wanna say for that.
[AGENT][NEUTRAL] Were you just needing benefits?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, is it for outpatient inpatient or doctor's office?
[CUSTOMER][NEUTRAL] She's my neighbor.
[CUSTOMER][NEUTRAL] Uh, a doctor's office, sorry.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII].
[AGENT][NEUTRAL] Is it for an office visit?
[CUSTOMER][NEUTRAL] Yes, specialist office visit the copay.
[AGENT][NEUTRAL] OK. Office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] OK, may I just have your name?
[AGENT][NEUTRAL] My name is [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, just need a good reference number please.
[AGENT][NEUTRAL] We do not have reference numbers you can use my name and today's date.
[CUSTOMER][POSITIVE] Alrighty, Ms. [PII], thank you so much and you have a great day.
[AGENT][POSITIVE] Thank you [PII] for calling APLU as well.
[CUSTOMER][POSITIVE] You have a good day bye bye.
[AGENT][NEUTRAL] Bye-bye.