AccountId: 011433970860
ContactId: 15f87d36-dcd3-4672-a4c8-4aab772ba1cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161339 ms
Total Talk Time (AGENT): 94000 ms
Total Talk Time (CUSTOMER): 52090 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/15f87d36-dcd3-4672-a4c8-4aab772ba1cb_20250224T13:46_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] and I was calling possibly for a fax back.
[AGENT][NEUTRAL] I can help you with that, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] Sure, [PII], no extension.
[AGENT][NEUTRAL] Thank you. And [PII], what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have 948959.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth please ma'am?
[CUSTOMER][NEUTRAL] would be [PII], [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII], I am showing that [PII]'s policy is active as of [PII].
[AGENT][NEUTRAL] And I do have a breakdown I'm getting ready for you, and on this breakdown it will have the calendar year max, deductibles, frequencies, limitations also have our billing information and the procedures listed that are covered. Now there's no network participation on this policy.
[CUSTOMER][POSITIVE] OK awesome.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it pays a percentage of UCR.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It will not have the group name and number, so if you need that I can provide that for you.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] The group number is.
[AGENT][NEUTRAL] 11047.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the group name is Universal Trucking.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome thank you so much.
[AGENT][NEUTRAL] Just about got this ready and then I'll get that fax from you and go ahead and send it. And what is that fax number, [PII]?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And just to verify that fax number, I'm sending this to [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][POSITIVE] All right, [PII], that is on the way for you. Is there anything else I can help you with today?
[CUSTOMER][NEGATIVE] I don't think so [PII] thank you so very much.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you do the same bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.