AccountId: 011433970860
ContactId: 8f72c706-5ff6-4632-841d-60da21fd8574
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122769 ms
Total Talk Time (AGENT): 56010 ms
Total Talk Time (CUSTOMER): 43349 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/8f72c706-5ff6-4632-841d-60da21fd8574_20250310T16:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Doctor [PII]'s office. Um, we received an explanation of benefits and I'm just wondering what information you're waiting for.
[AGENT][POSITIVE] Sure, I can definitely help you um with the claim, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02580467
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the claim number for the claim you're looking at?
[CUSTOMER][NEUTRAL] It is 3569472.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] You said what information we're waiting for?
[CUSTOMER][NEUTRAL] Right, because we said um we got the you'll be saying we are waiting information to confirm eligibility for benefits in a card.
[AGENT][NEUTRAL] Oh, that may be you, that may be all because as of [PII], um, it finished processing and we paid out to the provider a total of $245.
[CUSTOMER][NEUTRAL] OK, great, you said you paid that [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK great and do you have a reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK great thank you so much.
[AGENT][POSITIVE] You're very welcome. Well thanks for calling APL. I hope you have a great week.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, bye bye.