AccountId: 011433970860
ContactId: 0bccd003-071c-4e37-9b83-6d84862efe52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204320 ms
Total Talk Time (AGENT): 45266 ms
Total Talk Time (CUSTOMER): 44424 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/0bccd003-071c-4e37-9b83-6d84862efe52_20250210T16:16_UTC.wav
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[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm just needing a benefit breakdown for a patient.
[AGENT][POSITIVE] Can I have your name and a callback number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] It's [PII] call back is [PII].
[AGENT][NEUTRAL] Thank you [PII]. What is the policy number of the member?
[CUSTOMER][NEUTRAL] Um, let me see, 02442839.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth and I'll be able to provide you benefits.
[CUSTOMER][NEUTRAL] [PII] date of birth is give me one second.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII]. Would you like the breakdown of these benefits sent by fax or verbally?
[CUSTOMER][NEUTRAL] Um, fax is fine.
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] Correct, yes, and then just to make sure.
[AGENT][NEUTRAL] May I place you on a brief hold?
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sorry, um, just to make sure it is the fax gonna have frequencies on there?
[AGENT][NEUTRAL] Yes, there is. It, it would. The member has no history on file, nor has she utilized any of her benefits for 2425 or metal deductible.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] May I place you on a brief hold?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you. I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding [PII]. So I've sent that information that you requested over for [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that's all thank you so much.
[AGENT][POSITIVE] You're welcome, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye