AccountId: 011433970860
ContactId: fc36a73f-a5a9-44be-a17a-387a7e2d415e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119610 ms
Total Talk Time (AGENT): 40369 ms
Total Talk Time (CUSTOMER): 50691 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/fc36a73f-a5a9-44be-a17a-387a7e2d415e_20250507T15:28_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from a provider's office. I just need that and checking eligibility and benefits for specialist office visits on one of our patients, please.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have the spelling of your name and a callback number, and I could barely hear you because of the background.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm sorry about the background. Just a moment, please.
[CUSTOMER][NEUTRAL] Sorry, my name is [PII].
[CUSTOMER][NEUTRAL] Callback number [PII].
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number of the member that you're calling to verify benefits and eligibility for?
[CUSTOMER][NEUTRAL] It's 02583260, M for Mary, L 8.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're calling to verify office visits benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] So unfortunately this policy does not cover office visits.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the member's policy does not offer benefits for office visits. My name is [PII] and today's date is a reference, [PII], because we don't provide reference numbers.
[CUSTOMER][NEUTRAL] Can I have your name, can I have your name again, please?
[CUSTOMER][POSITIVE] All right. Thank you so much, [PII]. That's all I need to know. Have a great day. Bye-bye.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well. Good bye.
[CUSTOMER][NEUTRAL] I