AccountId: 011433970860
ContactId: d9e54ba2-a6a1-4a16-940c-849dc201899b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188220 ms
Total Talk Time (AGENT): 75822 ms
Total Talk Time (CUSTOMER): 73928 ms
Interruptions: 0
Overall Sentiment: AGENT=3.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/d9e54ba2-a6a1-4a16-940c-849dc201899b_20250107T15:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a provider's office and I'm trying to verify a patient's um benefits.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, I'd love to help you with some benefits today. Can I have your name and a good call back number please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I appreciate that and what's the member's policy number ma'am?
[CUSTOMER][NEUTRAL] Um, so I don't have a policy number. I have a social though.
[AGENT][NEUTRAL] OK, yeah, let me pull it up one second, and what is that social?
[CUSTOMER][NEUTRAL] Um, OK, so it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you.
[CUSTOMER][NEUTRAL] I think.
[AGENT][NEUTRAL] And the patient's first name and last name?
[CUSTOMER][NEUTRAL] [PII] and then it's spelled [PII]
[AGENT][POSITIVE] Wonderful. And his date of birth?
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Wonderful. He is current and active with us with an effective date of [PII], and I can send you a fax back of benefits if that is something you'd like to have.
[CUSTOMER][NEUTRAL] Uh, these pictures
[CUSTOMER][POSITIVE] Yeah that would be awesome.
[AGENT][POSITIVE] Perfect, give me 1 2nd to get this filled out. It's pretty quick.
[CUSTOMER][POSITIVE] Awesome
[AGENT][POSITIVE] And I'll make sure I include his policy number on that for you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK perfect yeah that'd be great.
[CUSTOMER][NEUTRAL] Where
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Go
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] All right. And do you want that made attention to yourself, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][POSITIVE] Perfect and what's a great fax number I can send that to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, I have [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Perfect. I am hitting send on that now, Miss [PII]. You should have it in about 5 to 15 minutes. Is there anything else I can do for you today?
[CUSTOMER][NEUTRAL] Yeah, what fee schedule does this plan run off of?
[AGENT][POSITIVE] OK, yeah, it actually has its own fee schedule and it's gonna be included in that fax back for you.
[CUSTOMER][POSITIVE] OK, OK, perfect.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] I think that's all I needed then.
[AGENT][POSITIVE] Perfect. Well, if there's anything else we can help you with, just feel free to reach on out we're always here for you.
[CUSTOMER][POSITIVE] All right awesome thanks so much have a good one.
[AGENT][POSITIVE] My pleasure. You too, take care.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Alright bye bye you too.
[AGENT][NEUTRAL] Bye bye.