AccountId: 011433970860
ContactId: 2b8ba180-ca9c-4a65-b83b-13515ca62849
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112279 ms
Total Talk Time (AGENT): 55290 ms
Total Talk Time (CUSTOMER): 43591 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/2b8ba180-ca9c-4a65-b83b-13515ca62849_20250116T23:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to get eligibility and benefits for a patient, please.
[AGENT][NEUTRAL] OK, I'm happy to check benefits and eligibility. What is the patient's policy number?
[CUSTOMER][NEUTRAL] 01638304
[AGENT][POSITIVE] Thank you. And then if I can grab your first name please, and a callback number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It's [PII], and the callback number is [PII].
[AGENT][POSITIVE] Thank you so much. What is the patient's name and date of birth, please, [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Her name is [PII] and her date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So the patient plan is active. The effective date for today is going to be [PII].
[AGENT][NEUTRAL] And then if you need us to, we can send a fax back with the breakdown also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that would be great.
[AGENT][NEUTRAL] OK, what is a good fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so that should be there in about 5 minutes. Is there anything else that I can help with today?
[CUSTOMER][NEUTRAL] No, does the fax include um.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] The claims address.
[AGENT][NEUTRAL] It does. It has our payer ID claims address and our fax number for claims.
[CUSTOMER][NEUTRAL] OK, alright, thank you. No, that's all, [PII].
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][POSITIVE] You too alright bye bye.
[AGENT][NEUTRAL] Bye bye.