AccountId: 011433970860
ContactId: ed5c75d3-54fb-40e9-bcad-6882d031b961
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137380 ms
Total Talk Time (AGENT): 57841 ms
Total Talk Time (CUSTOMER): 35629 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/ed5c75d3-54fb-40e9-bcad-6882d031b961_20250616T12:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from the medical center in the insurance department. I need to get benefits and eligibility for one patient, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the benefits and eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Contact number [PII]. Contact number [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] First name [PII] Last name [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So this policy, um, the benefits are actually through Web CPA. Um, I can give you the phone number and transfer you over for the benefits. Um, I can let you know the day the policy became eligible.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so this policy has been active since [PII].
[AGENT][NEUTRAL] And would you like the number as well, or did you just want me to transfer you over to Web CPA for the benefit breakdown?
[CUSTOMER][NEUTRAL] Yeah, if you can give me the number just in case we get disconnected.
[AGENT][NEUTRAL] OK, it's 866.
[AGENT][NEUTRAL] 975.
[AGENT][NEUTRAL] 9458.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][NEUTRAL] You're welcome, [PII]. Before I transfer you, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Alrighty well thank you so much for calling APL and hold on one moment for your transfer.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Web TPA.