AccountId: 011433970860
ContactId: bf14fba6-e971-43fb-a36f-6ba67ecff33c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149740 ms
Total Talk Time (AGENT): 69008 ms
Total Talk Time (CUSTOMER): 38119 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/bf14fba6-e971-43fb-a36f-6ba67ecff33c_20250117T20:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from Gadden Regional and I'm just trying to see if the patient was active for a data.
[AGENT][NEUTRAL] OK, [PII], you do not need benefits. You only need to verify an eligibility date.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] I have got 0.
[CUSTOMER][NEUTRAL] Um, well, where did it go?
[CUSTOMER][NEUTRAL] This is an outpatient 0211.
[CUSTOMER][NEUTRAL] 4556
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] And any information [PII] that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So she was the subscriber on this policy and this supplemental policy [PII] went into effect on [PII].
[AGENT][NEUTRAL] And it turned on [PII].
[AGENT][NEUTRAL] Let me see if there was another policy with us after this.
[AGENT][NEUTRAL] No, ma'am. Uh, there was not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, perfect. Do you have a reference number for the call?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, ma'am. You would actually use my name along with today's date and if you need the first initial to my last name, it's [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] All right. Well, you are certainly very welcome, [PII]. So that's all I can help you with. Thank you again for calling APO and I hope you have a nice weekend.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.