AccountId: 011433970860
ContactId: f50ce321-5a03-4e71-b412-fde612ac0b7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125470 ms
Total Talk Time (AGENT): 61009 ms
Total Talk Time (CUSTOMER): 40608 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/f50ce321-5a03-4e71-b412-fde612ac0b7c_20250108T18:45_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, I received an explanation of benefits for a patient and, uh, it says that you waiting information to confirm eligibility.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just need to know what information was needed.
[AGENT][POSITIVE] OK, well I can definitely help you with the claim, and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Let's see here 02149780.
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and may I have the date of service or the claim number for the claim you'd like me to look at?
[CUSTOMER][NEUTRAL] Yes, the claim number is 354-7107.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] So I'm just pulling up the claim now. And all the information provided is a verification of benefits, not a guarantee of payment. Um, so for this one, there's honestly nothing that you have to do. It just means that they're, they're um like a temp, and so we just have to check, you know, sometimes their contracts, they might be working one week and then go somewhere else, you know, with temps, it could be all over, but we're just checking with the the with the employer to make sure that they were working and are eligible for benefits on this data service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK alrighty thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.