AccountId: 011433970860
ContactId: 8ef3902d-e300-4f82-83c9-e57f09607fc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160149 ms
Total Talk Time (AGENT): 71030 ms
Total Talk Time (CUSTOMER): 56549 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/8ef3902d-e300-4f82-83c9-e57f09607fc4_20250227T14:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm a provider calling to verify eligibility on a member.
[AGENT][NEUTRAL] OK, OK, I can verify eligibility for you and I apologize, your name is again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 02458749
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] Excuse me, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] First name is [PII], and date of birth, uh [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII], and she is active on the policy.
[CUSTOMER][NEUTRAL] And this is an EPO PPO, POS plan?
[AGENT][NEUTRAL] Uh, this is a secondary supplemental policy she has with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. And any group number or group name?
[AGENT][NEUTRAL] Uh yes, ma'am. Group number is 261-88.
[AGENT][NEUTRAL] And the group name is F as in Frank, G as in Golf, construction, LLC.
[CUSTOMER][NEUTRAL] Thank you, can you please provide me the, the claim billing address?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Thank you. And that's all I needed for today. Can you spell your name for me?
[AGENT][NEUTRAL] [PII], last initial [PII].
[CUSTOMER][NEUTRAL] And the reference number for this call?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. However, if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK perfect thank you have a wonderful rest of your day.
[AGENT][POSITIVE] Alright, you too. Thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] Yeah