AccountId: 011433970860
ContactId: 26f0dd0c-4ca8-431a-84d0-003f4b90433e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100279 ms
Total Talk Time (AGENT): 47069 ms
Total Talk Time (CUSTOMER): 45932 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/26f0dd0c-4ca8-431a-84d0-003f4b90433e_20250312T14:16_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm reaching out to get a fax back of eligibility and benefits for a patient, please.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yes, it's a direct line [PII] and the ID is, sorry, the uh the ID is 02.
[AGENT][NEUTRAL] And what
[AGENT][NEUTRAL] I was requesting an ID number.
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] Could you provide me with the policy number? I just was asking what was the policy number?
[CUSTOMER][NEUTRAL] Yes it's 02.
[CUSTOMER][NEUTRAL] 555-694.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth that you're requesting to fax back for?
[CUSTOMER][NEUTRAL] [PII], it's gonna be [PII].
[AGENT][NEUTRAL] Thank you. So it looks like this policy was terminated [PII], [PII], and there is no active policy.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that is all that I needed. You said I'm sorry, [PII].
[CUSTOMER][NEUTRAL] What was the date on there?
[AGENT][NEUTRAL] The policy terminated [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, do you mind if I just get a reference number please?
[AGENT][NEUTRAL] We don't provide those unfortunately, [PII], however, you can use my name in today's date as a reference, but [PII], I have a question for you. Is your name spelled [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] With an [PII] on the end.
[AGENT][POSITIVE] Thank you, [PII]. Thanks for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thanks, goodbye.