AccountId: 011433970860
ContactId: a46bafc9-dfdf-4916-bcb0-6059d5f1f908
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191660 ms
Total Talk Time (AGENT): 59799 ms
Total Talk Time (CUSTOMER): 92378 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/a46bafc9-dfdf-4916-bcb0-6059d5f1f908_20250102T20:46_UTC.wav
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[AGENT][POSITIVE] Thank you for calling GPM. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hi. Um, good afternoon. My name is [PII].
[CUSTOMER][NEUTRAL] What is your name again? Sorry.
[AGENT][NEUTRAL] Um my name is [PII]. It's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Hello, [PII]. Uh, good afternoon. My name is [PII]. I'm calling from the provider's office. Um, I need your help to, to check the benefits and eligibility for this patient.
[AGENT][NEUTRAL] Um, yes, sir. I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. You can call me back at this number, [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, the policy number is
[CUSTOMER][NEUTRAL] 02486472.
[CUSTOMER][NEUTRAL] First name is [PII].
[CUSTOMER][NEUTRAL] Last name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth, [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active. And for a list of all the benefits, um, I can fax that over to you if you'd like. What's your fax number?
[CUSTOMER][NEUTRAL] Yes, please. And also,
[CUSTOMER][NEUTRAL] Um, can you fax also the frequencies?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Here is the fax number if you are ready.
[AGENT][POSITIVE] Yes, sir. I'm ready.
[CUSTOMER][NEUTRAL] Yeah, that would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what our attention, attention the facts to you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, and that goes to [PII].
[CUSTOMER][POSITIVE] You are correct. And also, I would like to know, um,
[CUSTOMER][POSITIVE] The, oh, OK. I see. Uh, I already, uh, got it here, the group number and the group name. Thank you so much for that one.
[CUSTOMER][POSITIVE] And yes, I'll be waiting for, for that fax back. So I really appreciated your help, [PII].
[CUSTOMER][NEUTRAL] And before you let me go, I'd like to get the call reference number as well.
[AGENT][NEUTRAL] Um, for the reference number, you can use my name in today's date, and you should receive the fax in about 10 minutes. I just sent it.
[CUSTOMER][POSITIVE] OK. All right, [PII], thank you so much for your help. I really appreciate it. Take care and stay safe and have a wonderful day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.