AccountId: 011433970860
ContactId: 1a18c1c1-9fc4-4740-bab7-46e3f092b82b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142649 ms
Total Talk Time (AGENT): 64648 ms
Total Talk Time (CUSTOMER): 39180 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/1a18c1c1-9fc4-4740-bab7-46e3f092b82b_20250205T21:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I need to see about some benefits and eligibility for one of our patients.
[AGENT][NEUTRAL] OK. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you, and your call back number if we are disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. What is your policy number, please?
[CUSTOMER][NEUTRAL] Um, I don't have a policy number for her. I have a social.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, what is his social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, you got a
[AGENT][NEUTRAL] Verify her name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you very much for the information. And also, let me provide you with the policy number, please, [PII], when you're ready for that.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] 621-734
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and her policy shows effective as of [PII], and it shows currently active and it pays by a few schedule.
[AGENT][NEUTRAL] And if you like, I can send that over to you.
[CUSTOMER][NEUTRAL] OK, yes, please.
[AGENT][NEUTRAL] Of course. May I please have your fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII], let me repeat that to you just to make sure I have it correctly. I have that as [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you. I'll get that faxed over. Um, do you have any other questions for me? I can check history for you. I can check to see if anything's been used for this year.
[CUSTOMER][NEUTRAL] No, ma'am, that is all.
[AGENT][POSITIVE] OK, alright, thank you for calling APL and I get that sent right over to you. Thank you, [PII]. You have a good day.
[CUSTOMER][POSITIVE] Alright thank you so much. You too.
[AGENT][NEUTRAL] Yes ma'am bye bye.