AccountId: 011433970860
ContactId: 37e1dad1-db87-44f8-b56f-7d33614a39c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 338459 ms
Total Talk Time (AGENT): 80996 ms
Total Talk Time (CUSTOMER): 87762 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/37e1dad1-db87-44f8-b56f-7d33614a39c5_20250217T18:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yes ma'am, I was calling to um get benefits on a patient.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and the callback number will be [PII].
[AGENT][NEUTRAL] OK, and you said your name was uh [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, [PII]. What is the name of the patient?
[CUSTOMER][NEUTRAL] Um, it looks like that it's under her spouse's name, and I can spell it for you because I cannot pronounce it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It'll be XUE.
[CUSTOMER][NEUTRAL] Was the first name?
[CUSTOMER][NEUTRAL] The middle name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the last name is [PII]
[AGENT][NEUTRAL] OK. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Uh, that's the patient's name would be [PII].
[CUSTOMER][NEUTRAL] What is her last name [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and then what's the patient's date of birth?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Um, her date of birth is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then what is the policy number?
[CUSTOMER][NEUTRAL] 752-479
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, and then what is the name of the provider's office you're calling from?
[CUSTOMER][NEUTRAL] Um, Doctor [PII].
[CUSTOMER][NEUTRAL] And that'll be um his MPI is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. All right, let me look and see.
[AGENT][NEUTRAL] I do show that [PII].
[AGENT][NEUTRAL] Does have an active policy and the effective date is [PII].
[AGENT][NEUTRAL] And if you give me your fax number, I'll send you a fax back with the complete benefit breakdown.
[CUSTOMER][NEUTRAL] You said March what I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is it that same policy number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, the fax number is [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I get that faxed together for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII]. I just want to let you know that I've got that fax on its way to you now.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. I hope you have a good rest of your day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Yeah