AccountId: 011433970860
ContactId: 003d6fe2-4e26-4217-aa5e-6bb92f18a4d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262660 ms
Total Talk Time (AGENT): 57717 ms
Total Talk Time (CUSTOMER): 49099 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/003d6fe2-4e26-4217-aa5e-6bb92f18a4d7_20250314T20:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling with a stencil. I'm trying to verify eligibility for a patient and get a benefit breakdown if I can.
[AGENT][NEUTRAL] OK, Miss. [PII], the eligibility and benefits, ma'am, um, can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes. It's [PII].
[AGENT][NEUTRAL] OK, thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] Their date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 025588885.
[AGENT][NEUTRAL] OK, let me pull her policy up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy, and her effective date is [PII]. And if you give me your fax number, I'll send you a fax back with the benefit breakdown and fee schedule.
[CUSTOMER][POSITIVE] Oh awesome. OK. Um, are you ready for it?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. It's [PII].
[CUSTOMER][NEUTRAL] 5810304
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, Miss. [PII], while I get that fax ready for you and I will be right.
[CUSTOMER][POSITIVE] Awesome, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you Miss. [PII] for holding for me. I've got that fax on its way to you now.
[CUSTOMER][POSITIVE] Awesome thank you so much I appreciate it.
[AGENT][POSITIVE] You're very welcome is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, ma'am, that is it.
[AGENT][POSITIVE] OK, well, you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.