AccountId: 011433970860
ContactId: 02f310a3-3c2e-4bc2-b06e-b3538192d5a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95470 ms
Total Talk Time (AGENT): 51399 ms
Total Talk Time (CUSTOMER): 28845 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/02f310a3-3c2e-4bc2-b06e-b3538192d5a3_20250110T13:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes ma'am, I just need to get a full breakdown of benefits of a mutual patient.
[AGENT][NEUTRAL] Yes, ma'am. I can fax that over to you. Um, first, can I get your name and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It is 024878881.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's your fax number so I can send the breakdown to you?
[CUSTOMER][NEUTRAL] 706
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It's 706.
[CUSTOMER][NEUTRAL] 9400008
[AGENT][NEUTRAL] OK, so that's attention, [PII] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, you should receive it in about 10 minutes. I just sent it. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, well, I thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you you as well. Bye-bye.