AccountId: 011433970860
ContactId: 21023d78-ed81-413c-b635-4c16dbf856d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98819 ms
Total Talk Time (AGENT): 46098 ms
Total Talk Time (CUSTOMER): 34063 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/21023d78-ed81-413c-b635-4c16dbf856d4_20250210T17:50_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling for U Dance for Orthodox about a mutual patient.
[AGENT][NEUTRAL] OK, I can verify benefits for you and Miss [PII], what is that policy number please?
[CUSTOMER][NEUTRAL] Um, policy number is 02158624.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yep, so it's [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Um, patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. And you say you're calling to verify benefits for this patient?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, showing his effective date is [PII]. He is active on the policy and what benefits are you needing or I can send you a fax back.
[CUSTOMER][POSITIVE] Yes please that would be great.
[AGENT][NEUTRAL] OK, what's your fax number?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, I will fax this over to you in a few moments. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No ma'am thank you.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye.