AccountId: 011433970860
ContactId: 1223bd74-3610-4d3c-b00b-8bfde2527fdb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 440890 ms
Total Talk Time (AGENT): 95880 ms
Total Talk Time (CUSTOMER): 61164 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/1223bd74-3610-4d3c-b00b-8bfde2527fdb_20250306T15:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. I just have a question about this patient's benefits, but I was also wanting to get a fax of their breakdown as well.
[AGENT][NEUTRAL] OK, I can help you with both benefits and get you your facts back. Uh, can I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, [PII] and it's [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you, Miss [PII] and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's [PII] and their date of birth is [PII], and their policy number is 616175.
[AGENT][NEUTRAL] OK, let me pull in that policy for us real quick.
[AGENT][NEUTRAL] OK, I do show that Gan does have an active policy, and the effective date of the policy is [PII].
[AGENT][POSITIVE] And if you can give me your fax number I can get that faxed back to you that will have the benefit breakdown and fee schedule for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, and then you said you had some benefit questions?
[CUSTOMER][NEUTRAL] Yes ma'am, I was just gonna see um how much is their deductible and has it been met.
[AGENT][NEUTRAL] OK, let me look real quick.
[AGENT][NEUTRAL] Give me just a second while I pull it in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] My computer's being, being a little bit slow. I'm so sorry.
[CUSTOMER][NEUTRAL] Oh, you're fine.
[AGENT][NEUTRAL] But it's trying.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, they have a $50 and this is just to verify benefits. It's not a guarantee of payment, a $50 deductible, and let me check to see if that's been met.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, she just doesn't want that.
[AGENT][NEUTRAL] Hers has not been met this year.
[CUSTOMER][NEUTRAL] He's
[CUSTOMER][NEUTRAL] Not me. OK, no problem, that's all I needed to know.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, and I'll get that faxed back to you. I'm gonna put you on a brief hold while I get it sent over and I'll be right back.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me. I've got that fax on its way to you now.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome. You have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am you too.
[AGENT][NEUTRAL] All right. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] All right bye bye.