AccountId: 011433970860
ContactId: 3c65e415-4c45-4c05-a096-c84ee2056529
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133500 ms
Total Talk Time (AGENT): 66740 ms
Total Talk Time (CUSTOMER): 30454 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/3c65e415-4c45-4c05-a096-c84ee2056529_20250515T15:23_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] Hi, my name is [PII]. I'm calling to see if one of our providers are in network.
[AGENT][NEUTRAL] OK, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Policy number is 613-210.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And hold on one moment. I'm just pulling up the policy to see what type of benefits they have, um, network. Hold on one moment.
[AGENT][NEUTRAL] OK, so this particular policy isn't on a network, um, it's a list of codes and a benefit amount that will be applied to that code. Did you need a copy of the fax back?
[CUSTOMER][POSITIVE] Yeah, that'd be perfect.
[AGENT][NEUTRAL] OK, um, so also on the fax back you'll see the calendar year max, deductible, all the frequencies, limitations, all the ways to file a claim and then that list of codes and the amount. Um, what's a good contact number for you?
[AGENT][NEUTRAL] I'm sorry, fax number.
[CUSTOMER][NEUTRAL] The fax number OK [PII].
[AGENT][NEUTRAL] And should I put attention to [PII]?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright, so I'll go ahead and send this over for you now. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye bye.