AccountId: 011433970860
ContactId: 1dd8dd2e-89ca-4404-acc0-b00cc68f987f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113080 ms
Total Talk Time (AGENT): 53949 ms
Total Talk Time (CUSTOMER): 44044 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/1dd8dd2e-89ca-4404-acc0-b00cc68f987f_20250613T16:51_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I was calling to see if I could get a eligibility and benefits for a patient I have coming into office.
[AGENT][POSITIVE] Yeah, I can take eligibility and benefits for you. Uh, what was your name please?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Uh, the policy number please.
[CUSTOMER][NEUTRAL] Oh yes, it is going to be 02617467.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It is going to be.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] And if you'd like I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][NEUTRAL] OK, does it have like a little breakdown of frequency?
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] OK great, so yeah, you could go ahead and submit that to me.
[AGENT][NEUTRAL] OK, uh,
[AGENT][NEUTRAL] Sure, what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Alright, I will go ahead and get that sent now. I should get it within about 10 minutes or so. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Nope, that'll be all.
[AGENT][POSITIVE] Alright well thanks for giving us a call have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.