AccountId: 011433970860
ContactId: 10a25d39-c68e-4e64-a164-25c7ba46c3c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168899 ms
Total Talk Time (AGENT): 79138 ms
Total Talk Time (CUSTOMER): 52781 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/10a25d39-c68e-4e64-a164-25c7ba46c3c2_20250103T16:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good morning, um, I'm calling to check for benefits for a patient.
[AGENT][POSITIVE] OK, I can help with that. Thank you. And may I have your name please?
[CUSTOMER][NEUTRAL] Yes ma'am my name is [PII].
[AGENT][POSITIVE] [PII], thank you so much and your callback number if we are disconnected please [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you so much and what is the policy number please?
[CUSTOMER][NEUTRAL] Um, I have, um, I have her social. Would that work?
[AGENT][POSITIVE] OK, give me one second, yes, yes, I'm ready thank you.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, thank you, just give me a moment to get my screen set up for that.
[AGENT][NEUTRAL] OK. And may I have the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, her name is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you very much for that verification and also [PII], let me provide you with her policy number, please.
[CUSTOMER][NEUTRAL] OK, let me get a pen and paper one sec.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you can go ahead.
[AGENT][NEUTRAL] OK, it is 604-005.
[CUSTOMER][NEUTRAL] 604-005
[AGENT][POSITIVE] Yes, yes, that's your policy number, and I can also once I finish with the verbal breakdown, I can also send over a fax pack or a free schedule for you as well.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, that'd be great.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, great, um, her policy shows effective as of [PII] and it shows as active with us and it does pay by a fee schedule.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Which I can fax it over to you. What is your fax number please, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, let me just repeat that to confirm. I have that as [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I will get that faxed over to you. Would you also like that verbal breakdown or just the fax back for you?
[CUSTOMER][NEUTRAL] Uh, just the fax back is fine.
[AGENT][NEUTRAL] OK, um, would you like me to check history for you, uh, check it if anything is, well, nothing has been used for this year.
[CUSTOMER][NEUTRAL] OK, no, ma'am, that's good. I just needed to know if she was active or not, um, but the fax should be good for me.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I will get that sent over to you and thank you so much for calling us at APL. You have a great Friday. Thank you.
[CUSTOMER][POSITIVE] Alright you too thank you bye bye.
[AGENT][POSITIVE] Thank you bye.