AccountId: 011433970860
ContactId: 269cdf2f-4e06-44d1-b8db-806cdd60d443
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127779 ms
Total Talk Time (AGENT): 36741 ms
Total Talk Time (CUSTOMER): 56831 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/269cdf2f-4e06-44d1-b8db-806cdd60d443_20250417T18:25_UTC.wav
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[CUSTOMER][NEUTRAL] OK so you had that in.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from, um, Harry's Del Center here in [PII]. I was just wanting to know if I can have a patient's benefits faxed over to our office.
[AGENT][NEUTRAL] Yeah, I can send you a fax back with those benefits. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh yes, it is 120702556.
[AGENT][NEUTRAL] OK, so that's not one of our policy numbers, [PII]. Um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Mm, let me try.
[CUSTOMER][NEUTRAL] No, I don't think so. You know what, it's fine. I'll try to ask then the, I'll try to ask the patient if this is still their insurance when they come in their mind.
[AGENT][NEUTRAL] Sure, um, I can also search, uh, if you wouldn't mind spelling out their first and last name, I could search for them that way, that's gonna be the only other way I can.
[CUSTOMER][NEUTRAL] Alright, it's a [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I, no, sorry, [PII] Last name is [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, no, I do not have anyone with that name in our system.
[CUSTOMER][POSITIVE] Alright, that's fine then I'll just go ahead when they come in. I'll ask them if they're if they have any like new insurance or any update. Thank you so much for your help though. I appreciate it.
[AGENT][POSITIVE] Sure, of course. Have a great rest of your day.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Yeah, no problem you too bye.