AccountId: 011433970860
ContactId: a0e11b37-a724-4b73-98c6-25c122e63e41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172289 ms
Total Talk Time (AGENT): 97441 ms
Total Talk Time (CUSTOMER): 46337 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/a0e11b37-a724-4b73-98c6-25c122e63e41_20250327T17:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes ma'am. This is [PII] calling from Multi Specialist clinic. I was just calling to verify some benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you with benefits. Um, [PII], can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And I'm guessing the member ID number is 01638291.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no longer active. The policy lapsed on [PII].
[AGENT][NEUTRAL] But she does have an active policy, and let me give you that policy number.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, yes, ma'am.
[AGENT][NEUTRAL] It is 250-1337.
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat that, repeat again?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, it's 250-133-7.
[AGENT][NEUTRAL] And the effective date is [PII] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'm gonna need to transfer you over to Web TPA so you can get the benefits for the policy, so it's gonna be a brief hold while I transfer you. I'm gonna give you that phone number just in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And they'll be able to help me with copay information.
[AGENT][NEUTRAL] Yes. Yes, ma'am. And, um,
[CUSTOMER][NEUTRAL] Is this the same APL correct?
[AGENT][NEUTRAL] This you have called APL, yes.
[AGENT][NEUTRAL] But the benefits are through web TPA.
[CUSTOMER][NEUTRAL] OK and just to.
[CUSTOMER][NEUTRAL] I say web PPA?
[AGENT][NEUTRAL] Webb, T as in Tom, P as in Paul, A as in apple.
[CUSTOMER][NEUTRAL] OK, 2, OK.
[AGENT][NEUTRAL] And let me give you that phone number just in case the call gets disconnected while I'm transferring you it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's gonna be a brief hold while I transfer you on over.
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] Is there anything else I can help you with or any more questions before we go?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, thank you very much for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] No ma'am.