AccountId: 011433970860
ContactId: 120d9b03-3b67-4711-b8c1-2eb2a185a5c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142949 ms
Total Talk Time (AGENT): 56103 ms
Total Talk Time (CUSTOMER): 53243 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/120d9b03-3b67-4711-b8c1-2eb2a185a5c4_20250401T13:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you, [PII]?
[CUSTOMER][NEUTRAL] Good, I am calling on a mutual patient to um see if I can confirm eligibility but also get a fax backup benefits if you don't mind.
[AGENT][NEUTRAL] Um, sure, no problem. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 511-248
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] And that's Mr. [PII], and it is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I found them in our system and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active and for a fax back of benefits, um, what's your fax number?
[CUSTOMER][NEUTRAL] It is um.
[CUSTOMER][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] 341.
[CUSTOMER][NEUTRAL] 3260.
[AGENT][NEUTRAL] OK, so that's attention, [PII] [PII].
[CUSTOMER][NEUTRAL] Yes, [PII]. Sorry, uh, make sure my dyslexia is not kicking in right now.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I understand. OK. And you should receive the fax in about 10 minutes. I just sent it. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Um, no, thank you so much for helping me.
[AGENT][POSITIVE] OK, thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Mm, thank you.
[CUSTOMER][NEUTRAL] Mm.