AccountId: 011433970860
ContactId: 1fd4911e-a258-415c-8182-1bfefc5ac8f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134809 ms
Total Talk Time (AGENT): 62059 ms
Total Talk Time (CUSTOMER): 48959 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/1fd4911e-a258-415c-8182-1bfefc5ac8f4_20250114T18:50_UTC.wav
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[AGENT][POSITIVE] This is easy.
[CUSTOMER][NEUTRAL] Hi Ay, this is [PII] in customer services. How are you?
[AGENT][POSITIVE] I'm good. How are you doing, [PII]?
[CUSTOMER][NEUTRAL] I'm good um I have a provider on the phone, uh, calling for a breakdown of benefits.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. And the policy number?
[CUSTOMER][NEUTRAL] 2583324
[AGENT][NEUTRAL] OK, for a car.
[CUSTOMER][NEUTRAL] Uh-huh. [PII], and I verify the date of birth.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, you can send him over.
[CUSTOMER][NEUTRAL] OK, and her name is [PII] on the phone.
[AGENT][POSITIVE] I do. All righty. Thank you.
[CUSTOMER][POSITIVE] Yeah, alright, thank you she's a provider.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you want her callback number just in case or?
[AGENT][NEUTRAL] Is it the one in the system? Well, what is it?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], and that's a direct line.
[AGENT][POSITIVE] OK, got it. Thank you.
[CUSTOMER][POSITIVE] All right, thank you, and here she is.
[AGENT][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to see if I can get a benefit breakdown faxed to me for a patient.
[AGENT][NEUTRAL] Um, yes, ma'am. I can send you benefits. Um, first, could you please verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And could I get your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII], and your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And just let me advise you the verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII] and the policy is still active. And for a breakdown of all of the benefits, I can fax that over to you. Um, I just sent that, you should receive it in about 10 minutes.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No ma'am, that was all.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling ATO. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Yes ma'am you as well bye bye.
[AGENT][POSITIVE] Thanks