AccountId: 011433970860
ContactId: 31b9869b-4cee-4f61-9f3a-c894d61d5ec8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79459 ms
Total Talk Time (AGENT): 38376 ms
Total Talk Time (CUSTOMER): 38490 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/31b9869b-4cee-4f61-9f3a-c894d61d5ec8_20250306T14:03_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Um, yes, so I'm just calling to get a fax of eligibility for a patient.
[AGENT][POSITIVE] OK, I can definitely send you a fax back. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] Thank you for that Miss [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 02051939
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Yeah, you can come around this way. You come over here.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And what is a good fax number to send the fax back to?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] Thank you. And do I need to put attention, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][NEUTRAL] OK. Well, I'm sending this over to you now. And was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Um, that's it, thank you.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you, bye bye.