AccountId: 011433970860
ContactId: e2205d18-480d-4a87-b40e-e6101b5d1086
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274910 ms
Total Talk Time (AGENT): 90281 ms
Total Talk Time (CUSTOMER): 56197 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/e2205d18-480d-4a87-b40e-e6101b5d1086_20250130T19:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider's office for checking on an eligibility and benefit status for the patient.
[AGENT][NEUTRAL] OK. And can I get um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] Sure, ma'am. 023596011.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're, you're calling for eligibility and benefits, is that correct?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][POSITIVE] OK, I can help you with that. And can I get a good call back number just in case we're disconnected, [PII]?
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][NEUTRAL] What was the last 4 numbers again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. Alright, and let me pull up that policy real quick.
[AGENT][NEUTRAL] 235
[AGENT][NEUTRAL] And your patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's full name is [PII], [PII] is the patient's date of birth.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And I will need to get you with someone in our uh claims and benefits department that can verify the eligibility and benefits um if you don't mind, I can put you on hold for just a moment and connect you with them. Is there any is there anything else I can help you with in customer service before I transfer you?
[CUSTOMER][POSITIVE] Sure, ma'am. Thank you.
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] OK, thank you and hold just a moment, I'll connect with you. Have a good day.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Too, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] This is [PII]. How may I help you?
[AGENT][NEUTRAL] Um, hey, what was your name again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh hi [PII] this is [PII] in customer services. How are you?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Are you still there?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[AGENT][NEUTRAL] Hey [PII], this is Lindon customer services. How, how are you?
[CUSTOMER][POSITIVE] I'm doing good, [PII]. How about you?
[AGENT][POSITIVE] I'm good. I have a provider on the phone, um, calling for eligibility and benefits.
[CUSTOMER][NEUTRAL] OK, who do you have?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And it's on policy 2359601.
[AGENT][NEUTRAL] She's calling on participant too, [PII].
[AGENT][NEUTRAL] And her callback number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alrighty, [PII], thanks so much. Go ahead and give her to me.
[AGENT][POSITIVE] All right, thank you, and here she is.
[CUSTOMER][POSITIVE] I am all right bye bye.
[CUSTOMER][NEUTRAL] Uh, Amiga.