AccountId: 011433970860
ContactId: 31849938-94e6-4e47-8b96-b8862114b934
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140820 ms
Total Talk Time (AGENT): 74743 ms
Total Talk Time (CUSTOMER): 48317 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/31849938-94e6-4e47-8b96-b8862114b934_20250204T20:38_UTC.wav
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[AGENT][NEUTRAL] contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was just calling to see if there was, are you guys able to fax a um a breakdown like eligibility benefits to us for a patient?
[AGENT][POSITIVE] Yes, absolutely.
[AGENT][NEUTRAL] I can certainly do that. With whom am I speaking?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII], thank you. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Um, she didn't give me a number. She gave me just her husband's social. Would that work?
[AGENT][NEUTRAL] Yes, of course. And what is that, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And his name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. uh uh [PII]'s uh policy number.
[AGENT][NEUTRAL] Is um 01.
[AGENT][NEUTRAL] 24
[AGENT][NEUTRAL] 651 9.
[AGENT][NEUTRAL] The policy went into effect on [PII]. It looks like it is still active for all members. Now, what I can do is I can send you uh a copy of his uh policy. Um, it will show uh everything that is available.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You pay a percentage of UCR but we'll tell you exactly uh what uh will be paid out on the um on everything that is covered.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][POSITIVE] And I can send I can send that to you in just a few minutes. So what is your fax number, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII]. OK. Now, is there anything else that I can do uh before I send out this fax?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] No, that is it. I'm glad, um, there's his dependents on there because they're coming too, so I could put that in for them.
[AGENT][POSITIVE] OK, great. Well, yes, I'll have that for you in just a minute, [PII]. If you have any questions once you get it, please just let us know. Otherwise, thank you for contacting APL. Have a very good afternoon. Thank you for calling.
[CUSTOMER][NEUTRAL] OK