AccountId: 011433970860
ContactId: 03bf6cd6-446a-4756-aac7-fb3aeed7ab0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191820 ms
Total Talk Time (AGENT): 42542 ms
Total Talk Time (CUSTOMER): 33519 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/03bf6cd6-446a-4756-aac7-fb3aeed7ab0d_20250326T21:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] How are you doing, [PII]? My name is [PII]. I have a patient in the office and I'm just trying to see if she has eligibility and benefits.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, 606-349.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and were you were you needing a fax back breakdown of the benefits?
[CUSTOMER][POSITIVE] If you can, yes ma'am.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] I'm sorry, and that date of birth again, please?
[CUSTOMER][NEUTRAL] Oh let me get it one more time sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is that fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright, you should receive that within the next 10 minutes. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's all thank you so much.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye