AccountId: 011433970860
ContactId: d6727d40-9c8e-49ad-9183-ed7932c03d1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118730 ms
Total Talk Time (AGENT): 64181 ms
Total Talk Time (CUSTOMER): 46920 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/d6727d40-9c8e-49ad-9183-ed7932c03d1a_20250303T14:26_UTC.wav
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[CUSTOMER][NEUTRAL] so
[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I think it changes some life if he still works at the same place.
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I was calling to check benefits and eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help with that. May I have your name please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, thank you [PII] and what is your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What is the policy number please [PII]?
[CUSTOMER][NEUTRAL] I got
[CUSTOMER][NEUTRAL] The policy number I have is.
[CUSTOMER][NEUTRAL] 02521284
[AGENT][NEUTRAL] OK, and let me just repeat that to you, [PII]. I have that as 02521284. Thank you.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, and you're calling for eligibility and benefits. Give me one second.
[AGENT][NEUTRAL] OK, thank you for your patience. The member shows effective as of [PII], and this policy shows active for the member. Uh, in addition to giving you a verbal breakdown, I can also send over a fax back to you or just send the fax back over to, OK, do that.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] You can just send the fax back that's fine.
[AGENT][POSITIVE] OK great thank you so much and what is your fax number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and let me just repeat that please. I have that as [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I will get that faxed right over to you, [PII]. Anything else I can help you with?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, I'm, what else for your schedule.
[AGENT][NEUTRAL] I'm so sorry, uh, there's no fee schedule associated with the plan. It follows UCR. Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, just wanted to make sure all right, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, you're welcome and thanks for calling APL. Have a good week. Thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Bye.