AccountId: 011433970860
ContactId: 986319ec-4cbc-4df1-88fd-902fc5001836
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201619 ms
Total Talk Time (AGENT): 51042 ms
Total Talk Time (CUSTOMER): 53335 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/986319ec-4cbc-4df1-88fd-902fc5001836_20250219T14:49_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I was calling for eligibility on a patient.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Um, my name is [PII] and my callback number is [PII].
[AGENT][NEUTRAL] Thank you [PII]. Can I have that call back um the policy number of the member because you just gave me the callback number.
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Can you provide me the policy number of the member, the name and the date of birth?
[CUSTOMER][NEUTRAL] OK, the
[CUSTOMER][NEUTRAL] Let's see it says the policy number is 024.
[CUSTOMER][NEUTRAL] 54,510
[CUSTOMER][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] The name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][POSITIVE] Thank you and could you give me your name again?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you [PII], this, you're calling to verify benefits and eligibility. This member's policy has been active since [PII] and is currently active.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, is there any way, does she have like a rundown or anything?
[AGENT][POSITIVE] Yes, I can send you a face back and I can give it to you verbally as well.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] OK, could, could I do the fax back?
[AGENT][NEUTRAL] Yes, what's your fax number, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] May I place you on a brief hold while I send this requested information over for you?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you. I'll be right back, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding [PII]. So I've sent that requested information over for you. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][POSITIVE] Thanks for calling APL and you have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thanks, goodbye.
[CUSTOMER][POSITIVE] Good bye.