AccountId: 011433970860
ContactId: eddd9f52-f7e0-4ce7-9dfe-2e9118315b30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137940 ms
Total Talk Time (AGENT): 69713 ms
Total Talk Time (CUSTOMER): 54906 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/eddd9f52-f7e0-4ce7-9dfe-2e9118315b30_20250421T19:20_UTC.wav
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[CUSTOMER][NEGATIVE] I don't really want to.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I just need to verify eligibility and benefits for a member.
[AGENT][NEUTRAL] OK, I could check eligibility and benefits for you. Um, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and I say, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, the one we have on file is 1312152.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Um, the subscriber or the person I'm trying to verify if they have covered still?
[AGENT][NEUTRAL] Um, the patient, whoever you're going to be seeing.
[CUSTOMER][NEUTRAL] OK, uh, so it's [PII], and her date of birth is going to be uh I'm sorry, [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and if you'd like I can send you a fax back that has all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][POSITIVE] Um, yeah, that's fine because I mean it was pretty easy to get a hold of you guys so if I have any questions I could just give you guys a call back, no worries.
[AGENT][POSITIVE] Oh absolutely absolutely um OK what was that fax number for you?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, I'll go ahead and get that sent now. I should get it here within about 10 minutes or so, um, and I will say if you are looking for a specific procedure and you don't see it listed under the fax back, that simply means it's not covered under this policy.
[CUSTOMER][POSITIVE] OK, got you, no worries thank you.
[AGENT][NEUTRAL] Alright, of course, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that was it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Yes you too bye bye.
[AGENT][POSITIVE] Thank you bye bye.