AccountId: 011433970860
ContactId: bc6b8362-6f66-4cd8-bed2-1408ff4fb393
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278480 ms
Total Talk Time (AGENT): 85201 ms
Total Talk Time (CUSTOMER): 71700 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/bc6b8362-6f66-4cd8-bed2-1408ff4fb393_20250603T21:08_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL.
[AGENT][NEUTRAL] This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] here calling you from the office of a spine and Pain Center.
[CUSTOMER][NEUTRAL] I'm looking for the the information for the member.
[AGENT][POSITIVE] I'm doing good.
[AGENT][NEUTRAL] OK, [PII], I can help you um are you looking for claim benefit information?
[AGENT][NEUTRAL] Hello, [PII], can you hear me?
[CUSTOMER][NEUTRAL] Yeah, I can hear you. Can you hear me now?
[AGENT][NEUTRAL] I think you
[AGENT][NEUTRAL] Yes, I carry on note. 00, OK.
[CUSTOMER][NEGATIVE] The line is breaking up.
[AGENT][NEUTRAL] Thank you [PII], and what is your callback number, sir?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's, yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII], sorry, [PII].
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] [PII]. OK, thank you. And um what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient name is [PII] and
[CUSTOMER][NEUTRAL] Music.
[CUSTOMER][NEUTRAL] The date of birth of the member is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And what is Ms. [PII]'s policy number?
[CUSTOMER][NEUTRAL] The policy number for Ms. [PII] is
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] 01071095
[AGENT][NEUTRAL] OK, let me look her up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK and how can I help you today? Did you need claim information or benefit information?
[CUSTOMER][NEUTRAL] Yes, the benefit information looking for the eligibility for the member.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can give you eligibility. Um, Ms. [PII] does have an active policy. The effective date of her policy is [PII], and she is current.
[CUSTOMER][NEUTRAL] Uh, you said [PII]?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK. And uh it's still active, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK. Just be on line.
[CUSTOMER][NEUTRAL] Uh, like, uh, you're active as a secondary or the primary for member?
[AGENT][NEUTRAL] Were the secondary.
[CUSTOMER][NEUTRAL] As in secondary.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh is this like who's the primary may I know?
[AGENT][NEUTRAL] I don't have the primary.
[CUSTOMER][NEUTRAL] You don't have the primary. OK, and.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] You don't have, uh, like, is this a medical supplement plan?
[AGENT][NEUTRAL] No, this is a standalone policy through APL.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Standalone PPO plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's not PPO.
[AGENT][NEUTRAL] It's through APL.
[CUSTOMER][NEUTRAL] If you, OK.
[CUSTOMER][NEUTRAL] Just a sec.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, thank you so much for the information, [PII], and have a good day. Take care. Bye-bye.
[AGENT][POSITIVE] You have a wonderful day too thank you for calling APL bye bye sir.
[CUSTOMER][NEUTRAL] Right.