AccountId: 011433970860
ContactId: 1a1be527-4ad4-4ce5-96a5-608aae067867
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104660 ms
Total Talk Time (AGENT): 39760 ms
Total Talk Time (CUSTOMER): 43979 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/1a1be527-4ad4-4ce5-96a5-608aae067867_20250527T20:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, yes, I was calling to get a, uh, fax of benefits for a patient.
[AGENT][POSITIVE] OK. Happy to help and check benefits. What's your policy number?
[CUSTOMER][NEUTRAL] It is 02.
[CUSTOMER][NEUTRAL] 351-259
[AGENT][NEUTRAL] And if I could get patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date on here is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is a good fax number?
[CUSTOMER][NEUTRAL] Is that a calendar year plan or a fiscal year plan?
[AGENT][NEUTRAL] Um, yes, it is a calendar year. Uh-huh.
[CUSTOMER][NEUTRAL] OK, alright, I just wanted to make sure, um, so my fax number is gonna be [PII].
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] 309.
[CUSTOMER][NEUTRAL] 0927.
[AGENT][NEUTRAL] OK. [PII]. Is that correct?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][NEUTRAL] All right, should we mark attention to anybody on that?
[CUSTOMER][POSITIVE] No, it'll come directly to me, but thank you.
[AGENT][POSITIVE] No, not a problem. So give it about 5 minutes. Is there anything else that I could check on for you?
[CUSTOMER][NEUTRAL] That is it and we do file to the APL, not Carrington, correct?
[AGENT][POSITIVE] Mhm. Yes, ma'am. Correct, yep.
[CUSTOMER][POSITIVE] OK OK perfect alright thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.