AccountId: 011433970860
ContactId: bd1d5e78-044d-4c09-b9ef-2bddcba0fbce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133309 ms
Total Talk Time (AGENT): 50658 ms
Total Talk Time (CUSTOMER): 53237 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/bd1d5e78-044d-4c09-b9ef-2bddcba0fbce_20250305T21:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII] and I work at a doctor's office. I'm just trying to find out if a patient has any infertility benefits with her um insurance through you guys.
[AGENT][NEUTRAL] OK, uh, [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEGATIVE] Well I just had it pulled up and now I don't.
[CUSTOMER][NEUTRAL] Uh, give me one second, sorry.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 441-338.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], verify that patient's name, date of birth?
[CUSTOMER][NEUTRAL] Name is [PII]. How do you say your last name?
[CUSTOMER][NEUTRAL] [PII] Date of birth [PII]. Thank you, sorry.
[AGENT][NEUTRAL] OK. Uh, well, with this policy, we can only verify eligibility, which I showed the policy became effective [PII]. For benefits, you will have to contact Web TPA and I'll give you their phone number.
[CUSTOMER][NEUTRAL] I haven't.
[AGENT][NEUTRAL] OK, uh, the [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, you need to contact, call that number and select option 3, and you'll be able to speak with a representative.
[CUSTOMER][NEUTRAL] Hang on, OK, option 3. OK, give me that number one more time.
[AGENT][NEUTRAL] [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] Option 3.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Bye.