AccountId: 011433970860
ContactId: e095516d-2a97-4960-8060-cae31fa314c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294690 ms
Total Talk Time (AGENT): 69710 ms
Total Talk Time (CUSTOMER): 52122 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/e095516d-2a97-4960-8060-cae31fa314c8_20250116T16:57_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm calling for eligibility and benefits.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility and benefits, and may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] And it's gonna be 02117071.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is going to be.
[CUSTOMER][NEUTRAL] Oh yeah, whatever it is.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Oh my [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Can you verify the year one more time?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Was it [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, the year of birth.
[CUSTOMER][NEUTRAL] [PII] my phone my pen skipped a little.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] It's OK, no problem, Miss [PII]. All right, and you say you need eligibility and benefits. You need this information given to you verbally or faxed over to you, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Can you fax it?
[AGENT][NEUTRAL] Yes, what is the fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me go ahead and send this out to you while I got you on the line. Do you mind holding for me?
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Mrs. [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yes, I have one more question. Does he have out of network with?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because I don't think
[AGENT][NEUTRAL] Um, yeah, this one doesn't have a network, um, we pay on the usual and customer rates UCR.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it doesn't matter who he sees.
[AGENT][POSITIVE] Correct. Mhm.
[CUSTOMER][POSITIVE] Oh OK OK then thank you ma'am.
[AGENT][NEUTRAL] You're welcome. Is there anything else? OK.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.