AccountId: 011433970860
ContactId: 22282556-c4b0-4651-a7b8-7b33ff5f2648
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148710 ms
Total Talk Time (AGENT): 57966 ms
Total Talk Time (CUSTOMER): 36875 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/22282556-c4b0-4651-a7b8-7b33ff5f2648_20250516T21:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, yes, I was just wanting to get a benefit breakdown on a patient.
[AGENT][POSITIVE] Sure, I can help you with eligibility and break um and benefits. Can I get your name?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Are you calling from a provider's office?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, uh, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Great, and do you have the policy number?
[CUSTOMER][NEUTRAL] Yes it is um 026.
[CUSTOMER][NEUTRAL] 071.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 78.
[AGENT][NEUTRAL] Alright, actually, one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Alright, I'm showing that this policy is active with an effective date of [PII].
[AGENT][NEUTRAL] And would you like a fax back or would you like me to um just or did you just wanna give me a breakdown of benefits?
[CUSTOMER][POSITIVE] Um, yeah, if I could do a fax back that'd be great.
[AGENT][POSITIVE] Awesome, alright, um, can I get a good fax number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and for the fax number I have [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I will get that faxed back out to you, uh, give it a couple of minutes. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that is it.
[AGENT][POSITIVE] All right, well thank you so much for calling APL and have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Alright bye.
[CUSTOMER][POSITIVE] Nice.