AccountId: 011433970860
ContactId: c1831abc-0842-4dd1-8109-0d970f09c07b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238550 ms
Total Talk Time (AGENT): 66970 ms
Total Talk Time (CUSTOMER): 77037 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/c1831abc-0842-4dd1-8109-0d970f09c07b_20250327T12:14_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I was needing to check eligibility for a patient and maybe get a fax if I could.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] And do you have a callback number I can get?
[CUSTOMER][NEUTRAL] I do [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] I'm sorry, hold on just a moment, my pen went rotten.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I hope this is correct, 60801.
[AGENT][NEUTRAL] That's the group number.
[AGENT][NEUTRAL] No, that's not, that's.
[CUSTOMER][NEUTRAL] Um, the group number is actually, yeah, the group number is actually 70055.
[AGENT][NEUTRAL] That's that.
[AGENT][NEUTRAL] That's our payer ID. I'm sorry.
[AGENT][NEUTRAL] Do you have their
[CUSTOMER][POSITIVE] OK, that's all right.
[AGENT][NEUTRAL] You have their Social Security?
[CUSTOMER][NEUTRAL] Uh, no, I don't, I don't have that either. Um, the, the young lady that took the, the young lady that took the call said there was a, a language barrier, so she had some challenges.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, whose name is the policy?
[CUSTOMER][NEUTRAL] It, it looks like it shows, first name is [PII].
[AGENT][NEUTRAL] That's the first name.
[CUSTOMER][NEUTRAL] Right, first name, yes.
[AGENT][NEUTRAL] And what's the last name?
[CUSTOMER][NEUTRAL] Last name
[CUSTOMER][NEUTRAL] [PII] is [PII]
[AGENT][NEUTRAL] Let me see if I can find it by the name. Do you have a copy of the card?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it's, she hasn't been in the office yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment I'll see if I.
[CUSTOMER][NEUTRAL] She, he, this person, yeah. OK, thanks.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] Good day
[AGENT][NEUTRAL] What's her date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you [PII], and you wanted a fax back of benefits.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] If I could, yes, that'd be great.
[AGENT][NEUTRAL] OK. What's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'll fax that to you. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, her effective date?
[AGENT][NEUTRAL] Her effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it'll have her policy number and all that on it.
[CUSTOMER][NEUTRAL] And she
[CUSTOMER][POSITIVE] It'll have her accumulations? OK, great, awesome.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alright [PII] I certainly appreciate your time today I hope you have a great rest of your day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL you as well.
[CUSTOMER][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] So