AccountId: 011433970860
ContactId: 0021f287-edf4-4133-a2b6-0db011bc340d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154339 ms
Total Talk Time (AGENT): 75257 ms
Total Talk Time (CUSTOMER): 43562 ms
Interruptions: 1
Overall Sentiment: AGENT=2.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/0021f287-edf4-4133-a2b6-0db011bc340d_20250113T18:53_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Midlands Eonics. I'm just trying to verify um benefits for a patient.
[AGENT][NEUTRAL] Hi
[AGENT][POSITIVE] OK, yeah, I'd love to help you with that, Ms. [PII], and do you mind if I get a, I'm so sorry, do you mind if I get a good callback number for you?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you so much and the member's policy number today?
[CUSTOMER][NEUTRAL] It is 02550413.
[AGENT][POSITIVE] Perfect, and give me 1 2nd.
[AGENT][NEUTRAL] Can you verify for me, pretty please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure, [PII] and it's um [PII].
[AGENT][POSITIVE] OK, perfect. Thank you so much. Let me look at his benefit information for you.
[AGENT][NEUTRAL] I do wanna let you know that any benefits I give you over the phone though is just a verification of coverage and never guarantee of payments, is that OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] And I do have a fax pack of benefits available if you want me to go ahead and send one to you it's gonna be fully inclusive. OK, perfect. Let me put that together it should be pretty quick.
[CUSTOMER][POSITIVE] Oh, that would be great, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] This is a real valve.
[AGENT][NEUTRAL] And I'm just waiting for that uh fax dialog box to open up on my end just one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], are you gonna want that made attention to yourself?
[CUSTOMER][NEUTRAL] That'll be just fine.
[AGENT][POSITIVE] Perfect and what's that fax number I'm gonna send it to?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] All right, I'm hitting send on that now for you, Ms. [PII], and then is there anything else I can do for you today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Perfect. Well thank you so much for giving us a call here at APL and I hope you have a fabulous day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thanks. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.