AccountId: 011433970860
ContactId: b3361605-4a2f-4a1f-9048-191b0847e70e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175509 ms
Total Talk Time (AGENT): 54463 ms
Total Talk Time (CUSTOMER): 86232 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/b3361605-4a2f-4a1f-9048-191b0847e70e_20250613T20:28_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi I was calling to see if a patient is um eligible.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility. May I have your name and a contact number?
[CUSTOMER][NEUTRAL] Yes, [PII], uh, what am I saying? [PII] and my name is [PII], it's [PII]
[AGENT][NEUTRAL] Thank you and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, uh, it is 206-14997.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII] and [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] [PII], yep, I have that too, um, OK, perfect. Do you also see [PII] on there the
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sibling [PII] and uh her date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, all right, uh, I just wanted to make sure and um.
[CUSTOMER][NEUTRAL] One other thing.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Actually no that's OK.
[AGENT][NEUTRAL] You sure?
[CUSTOMER][POSITIVE] Alright, I appreciate it. um, can y'all, do y'all do fax backs?
[AGENT][POSITIVE] Yes, we do.
[CUSTOMER][NEUTRAL] OK, I'll take one just to make sure I have the right coverage in here.
[AGENT][NEUTRAL] OK, and what's a good fax number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And should that be attention, [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alrighty. So that's [PII]?
[CUSTOMER][NEUTRAL] Oh, it's [PII].
[AGENT][NEUTRAL] I'm sorry, [PII]. I did write that down. I'm sorry.
[CUSTOMER][POSITIVE] OK, well, great, yep, that's correct.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No ma'am, that's it I appreciate it.
[AGENT][POSITIVE] You're very welcome. Well thanks for calling APL and I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.