AccountId: 011433970860
ContactId: 1d6dcf9e-bf6d-48bd-87dd-7a089ab58023
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148160 ms
Total Talk Time (AGENT): 61269 ms
Total Talk Time (CUSTOMER): 45300 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/1d6dcf9e-bf6d-48bd-87dd-7a089ab58023_20241230T20:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is calling from provider office.
[AGENT][NEUTRAL] You said your name was [PII]?
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] OK, what can I do for you today?
[CUSTOMER][NEUTRAL] I need benefit for a patient.
[AGENT][POSITIVE] OK, yeah, I can check benefits for you. Uh, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The policy number is
[CUSTOMER][NEUTRAL] 02158513.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Yeah. The name is [PII] and the last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK perfect thank you for verifying that [PII]. Uh, so this policy is active effective date was [PII], and if you'd like I can send you the fax back that shows all covered procedures and benefit information.
[CUSTOMER][NEUTRAL] Yeah, please send me the fax.
[AGENT][NEUTRAL] Of course, what was that fax number for you?
[CUSTOMER][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to you, make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yes, right.
[AGENT][NEUTRAL] OK, I'm gonna just put this to your attention, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, alright, I will get that sent to you. You should get that here shortly. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK, thank you so much. You have sent the fax?
[AGENT][POSITIVE] Thank you bye bye. Yes, uh, you should be getting it here in about maybe 10-15 minutes depending on how busy your machine is.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] Yes, thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Everyone else has left the call.