AccountId: 011433970860
ContactId: 07dd3986-32a7-4af8-83b2-50138356fa41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 338070 ms
Total Talk Time (AGENT): 71536 ms
Total Talk Time (CUSTOMER): 159265 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/07dd3986-32a7-4af8-83b2-50138356fa41_20250514T14:13_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Uh, I just want to make sure that our fax was sent earlier because, uh, earlier, the one that, uh, they leave me a voicemail that our fax was not sent.
[AGENT][NEUTRAL] OK, um, do you know who left a voicemail?
[CUSTOMER][NEUTRAL] Uh it was, uh, [PII]
[CUSTOMER][NEUTRAL] But the other one was already sent. I just want to verify because they said that I will receive it by 5 minutes, however, I wasn't able to receive it again. So I will just need to verify if we, uh we, you were able to send it on my fax.
[AGENT][NEUTRAL] Oh, OK. Do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, I do have it. Uh, that is 02623646.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the patient date of birth?
[CUSTOMER][NEUTRAL] Uh, patient's date of birth, uh, name is [PII] and [PII]. Uh, the date of birth is [PII] and [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's
[AGENT][NEUTRAL] Uh, let's see. We have the fax number as [PII].
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEGATIVE] OK, we tried to fax them and they were abandoned. Our attempts were abandoned, so it means it wasn't a good fax number on our side.
[AGENT][NEUTRAL] Are you sure that that's the fax number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, I do think that we only received one of the patients that we requested. Uh, initially, the first one that I talked to is [PII]. Then she said, uh,
[CUSTOMER][NEGATIVE] She left me a voicemail and then I called back again. And then someone uh uh someone mentioned that uh it, our faxback number was not added. That's why I gave again the faxback number. But we received the one for Yanalex but for Yariber, we weren't able to receive it.
[AGENT][NEUTRAL] OK, uh, hold on one moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] We requested for both of them, but we only receive for Yamilex.
[AGENT][NEUTRAL] I mean, the benefits are the same for both, so it's, they have the exact same policy.
[CUSTOMER][NEUTRAL] Understand.
[CUSTOMER][NEUTRAL] Understand. And is there any history for both, so we would know.
[CUSTOMER][NEUTRAL] So, yeah, I mean, it can suffice also for Camex and you that for if the same policy, just that, uh, I just want to know if there's any history, so I can just use the same.
[AGENT][NEUTRAL] Uh, let's see. So [PII] has no history at all, not on file.
[AGENT][NEUTRAL] And then you said Yarrabath?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] No, no history at all.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Let me just check. Um.
[CUSTOMER][NEUTRAL] Upon checking, uh, may I know if the codes P1354 is covered because it's not included into the fact?
[AGENT][NEUTRAL] Did you get a list of the codes on the fax?
[CUSTOMER][NEUTRAL] Yeah, I got the list, the codes and the fax. Uh, does it mean that all the codes that are not included in the fax are not covered?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Understand. So, only the codes that are inside the facts are covered.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK. Thank you so much. Uh, can I get your, just a reference number for this call and also your name?
[AGENT][NEUTRAL] Uh, yes, a reference number is, it's my name, [PII], first initial to last name, [PII].
[AGENT][NEUTRAL] Then today's date and um can I get your callback number you say [PII]?
[CUSTOMER][NEUTRAL] Yes, I'm [PII]. Our callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]. And with extension of [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. OK, yes, um, so.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Anything else I can help with today?
[CUSTOMER][NEUTRAL] I think that's it.
[AGENT][POSITIVE] OK, well thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] You, bye-bye.