AccountId: 011433970860
ContactId: fd3dd37c-e90d-4b1a-95bf-075c02db250c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108809 ms
Total Talk Time (AGENT): 53825 ms
Total Talk Time (CUSTOMER): 38499 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/fd3dd37c-e90d-4b1a-95bf-075c02db250c_20250505T16:11_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, I was just calling for eligibility.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Um, it's [PII] and it's [PII].
[AGENT][NEUTRAL] [PII], thank you. Can I have the policy number of the member that you're calling to verify eligibility for today?
[CUSTOMER][NEUTRAL] Um, 02069010.
[AGENT][NEUTRAL] And what is this member's name and date of birth?
[CUSTOMER][NEUTRAL] Hey [PII], can you give him a 3 month appointment?
[CUSTOMER][NEUTRAL] Sorry, staying
[CUSTOMER][NEUTRAL] OK, go ahead, I'm sorry.
[AGENT][NEUTRAL] What is this member's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility for medical?
[CUSTOMER][NEUTRAL] Yes, just eligibility.
[AGENT][NEUTRAL] So this is the this is the web TPA policy. Let me give you their number because this is the number you have to call to verify their benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Let me know when you're ready for work.
[CUSTOMER][POSITIVE] Alright, what number is that? I'm ready.
[AGENT][NEUTRAL] [PII] it's [PII].
[CUSTOMER][POSITIVE] OK all right thank you so much.
[AGENT][NEUTRAL] And I will transfer you, but each time I try to transfer someone to Web CPA, the phone call always drops. I'm not sure what's going on with it. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's OK, I'll just call it.
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day, [PII]. Goodbye.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] Thank you you too bye bye.