AccountId: 011433970860
ContactId: 182a23b7-be16-47d2-b402-bd83ac6bf6fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247380 ms
Total Talk Time (AGENT): 79018 ms
Total Talk Time (CUSTOMER): 57479 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/182a23b7-be16-47d2-b402-bd83ac6bf6fc_20250523T13:57_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, [PII], I'm calling from Kingston Smiles. I wanted to see if I could get um a fax back for eligibility, please.
[AGENT][NEUTRAL] So I can get you a fax back. Can I get um a
[AGENT][POSITIVE] Your name one more time and a good call back number in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And call back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and what's the policy number?
[CUSTOMER][NEUTRAL] 01991039.
[AGENT][NEUTRAL] OK, one moment while I look that up.
[AGENT][NEUTRAL] And can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the patient is the dependent [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] I'm showing this is this policy is active with an effective date of [PII]. Can I get a good fax number so I can give you the fax back?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I have [PII], correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, [PII], give me about 5 minutes and I can send that over um and you should have it within the hour, OK?
[CUSTOMER][NEUTRAL] Um, can you tell me what's her remaining annual maximum? Because your, I know the fax facts don't have that information.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK, it looks like [PII] has not used any of her benefits to date.
[CUSTOMER][NEUTRAL] OK. All right. Is there a group name for this plan?
[AGENT][NEUTRAL] I can get you the group number.
[CUSTOMER][NEUTRAL] Uh, I have, is that the 01991039?
[AGENT][NEUTRAL] Um, their group number should be 14454.
[CUSTOMER][MIXED] OK, but there's no name.
[AGENT][NEUTRAL] Is the group number.
[AGENT][NEUTRAL] It's Universal Trucking, Wisconsin.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] OK, all right, thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, like I said, give it about 5 minutes for me to get that fax back to you, um, and expect it within the hour, OK?
[CUSTOMER][NEUTRAL] OK, um, just one last thing. Can I get a call reference number?
[AGENT][NEUTRAL] So we don't have call reference numbers, but you can use my name and last initial [PII], and then today's date.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Alright, thank you so much for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] In