AccountId: 011433970860
ContactId: d0daef1d-8d78-4366-a1a1-ad4fb2bf0c21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121260 ms
Total Talk Time (AGENT): 50996 ms
Total Talk Time (CUSTOMER): 52458 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/d0daef1d-8d78-4366-a1a1-ad4fb2bf0c21_20250319T18:14_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Orthopedic Medical Group of Tampa Bay. It's regarding, um, a mutual patient. I'm just trying to get eligibility and benefits.
[AGENT][NEUTRAL] OK, I can help you with both the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 247-9243
[AGENT][NEUTRAL] And that was 627-924-3?
[CUSTOMER][NEUTRAL] Um, 247-924-3.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It is um um [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing that the policy is active, it's been effective since [PII].
[AGENT][NEUTRAL] And then what type of benefits that you want to go over today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, that's technically all I needed just to see if it was, yeah, and it is secondary, correct.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes, this is secondary.
[CUSTOMER][NEUTRAL] OK perfect um may I get the reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. And again, that's [PII] to my last name is [PII].
[CUSTOMER][NEUTRAL] OK, and then you said today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, um thank you so much have a good one.
[AGENT][POSITIVE] You're very welcome. Was you also, is there anything else I can help with?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] All right, bye.