AccountId: 011433970860
ContactId: f5400380-8b7b-4fd9-8897-f150852ba631
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251080 ms
Total Talk Time (AGENT): 58382 ms
Total Talk Time (CUSTOMER): 45699 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/f5400380-8b7b-4fd9-8897-f150852ba631_20250131T18:25_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, good morning, um, good afternoon. This is [PII] calling from our Health authorization department, but the reason for my call is, um, to know the eligibility of this patient, if that's possible.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure, and tell me your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh.
[AGENT][POSITIVE] Perfect. And do you have a, uh, a policy number for the insured?
[CUSTOMER][NEUTRAL] Um, I do have, um, are you ready?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um, it's 002117131.
[AGENT][NEUTRAL] 71. And tell me the name of the insured, please.
[CUSTOMER][NEUTRAL] Um, for a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull up that policy.
[AGENT][NEUTRAL] And can you verify her date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, perfect. I'm gonna put you on a brief hold and I'm gonna get you over to our claims team and they are gonna be able to verify the eligibility. So hold on.
[CUSTOMER][NEUTRAL] Alright thank you. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in Broker Resources. Um, I have a provider online. Her name is [PII], and she is wanting to verify eligibility for policy 2117131. The insured is [PII], and it's his wife [PII], who they're verifying benefits for. Can you speak with them?
[CUSTOMER][NEUTRAL] Sure I can just send him over.
[AGENT][POSITIVE] Thank you. OK.