AccountId: 011433970860
ContactId: 4159e64e-517d-4463-b045-78786347efcf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100120 ms
Total Talk Time (AGENT): 43731 ms
Total Talk Time (CUSTOMER): 30458 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/4159e64e-517d-4463-b045-78786347efcf_20250409T15:17_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 was looking to um get a fax back of benefits for a patient.
[AGENT][NEUTRAL] OK, I can definitely help you with the fax back and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] It'd be [PII] direct.
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Um, it'll be 613-715.
[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] And be [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um what is a good fax number for me to fax the fax back to?
[CUSTOMER][NEUTRAL] It'll be [PII].
[AGENT][NEUTRAL] And is that attention [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] Yep
[AGENT][POSITIVE] Alright, so I'll go ahead and send this over to you now. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that is all thank you.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL and I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.