AccountId: 011433970860
ContactId: c97b3ef9-c705-4fc3-9388-23153121e35a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119110 ms
Total Talk Time (AGENT): 36973 ms
Total Talk Time (CUSTOMER): 57835 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/c97b3ef9-c705-4fc3-9388-23153121e35a_20250619T14:30_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I was just confirming uh eligibility for a patient.
[AGENT][POSITIVE] Can I have your name and the callback number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] Can you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] least, could it, I have that policy number, the member that you're calling to verify eligibility for.
[CUSTOMER][NEUTRAL] I believe it would be the certification number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I believe it says 021.
[CUSTOMER][NEUTRAL] 80,470 and it's ML 8.
[AGENT][NEUTRAL] And what is the member's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] At least you're calling to verify benefits eligibility for workplace of concern.
[CUSTOMER][NEUTRAL] What was that?
[AGENT][NEUTRAL] Calling to verify benefits and eligibility for what place of service?
[CUSTOMER][NEUTRAL] Uh, it's a.
[CUSTOMER][NEUTRAL] Primary care provider's office.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the member's policy does not cover office visits.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See, I think that should be all I needed to know.
[AGENT][POSITIVE] Alright, well it was a pleasure speaking with you thanks for calling APL and you have a great day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][POSITIVE] Thanks goodbye.