AccountId: 011433970860
ContactId: 21aa0eb8-3d2e-488f-a7fb-10bbb02252cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177509 ms
Total Talk Time (AGENT): 66031 ms
Total Talk Time (CUSTOMER): 74304 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/21aa0eb8-3d2e-488f-a7fb-10bbb02252cf_20250221T16:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] You are on hold. No.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Are you there? I'm sorry.
[CUSTOMER][NEUTRAL] I'm, yes, yes, I'm still here.
[CUSTOMER][NEUTRAL] Um, so I'm with Carrington Benefit Solutions. I have a policy holder, well, not policy. I have a provider on the other line that has a policyholder trying to receive a fax back of benefits. I can give you all their information.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, absolutely. What is the policy number that you have?
[CUSTOMER][NEUTRAL] Yes, that's gonna be.
[CUSTOMER][NEUTRAL] 5 consecutive zeros.
[CUSTOMER][NEUTRAL] 249.
[CUSTOMER][NEUTRAL] 2273.
[AGENT][NEUTRAL] Alright thank you and who are we speaking with from the provider's office?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, and then did you just wanna transfer them over to me so I can send them the fas fax back or?
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] Yes, that's fine. Did you need me to verify who it was or are you good?
[AGENT][NEUTRAL] Uh, yeah, if you can just give me the insured's name and date of birth, please.
[CUSTOMER][NEUTRAL] OK, so the date of birth I have here is [PII].
[CUSTOMER][NEUTRAL] And the insurance name I have is gonna be American Public PPO and Platinum PPO network lease.
[AGENT][POSITIVE] Alright thank you so much you can go ahead and transfer the provider over.
[CUSTOMER][POSITIVE] Alright thank you very much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is [PII] with American Public Life.
[CUSTOMER][NEUTRAL] Hi I was just um calling to see if I could get a fax for one of my patients.
[AGENT][NEUTRAL] Yes, absolutely. Yeah, absolutely. So the agent over at [PII] did provide me the policy number. Can you just verify the insured's first and last name?
[CUSTOMER][NEUTRAL] [PII] please.
[CUSTOMER][NEUTRAL] Of course, um, [PII].
[AGENT][POSITIVE] Thank you so much and then what is a good fax number to send this to?
[CUSTOMER][POSITIVE] Perfect [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and that was just to confirm [PII], is that correct?
[CUSTOMER][POSITIVE] Yep perfect you're awesome.
[AGENT][NEUTRAL] All right, should I mark attention to anybody?
[CUSTOMER][POSITIVE] No, you're great.
[AGENT][NEUTRAL] OK, uh, fax fax should be there in about 5 minutes. OK.
[CUSTOMER][POSITIVE] Thank you, I'm all set.
[CUSTOMER][POSITIVE] Thank you have a good day.
[AGENT][NEUTRAL] You too bye bye.