AccountId: 011433970860
ContactId: 445b07fe-f0d6-4bc8-bf40-12f637a0ec71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126000 ms
Total Talk Time (AGENT): 50527 ms
Total Talk Time (CUSTOMER): 38129 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/445b07fe-f0d6-4bc8-bf40-12f637a0ec71_20250331T20:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I need to get benefits on a patient here please.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. The callback number is [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] It is 02596743.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII]. His birth date is [PII].
[AGENT][NEUTRAL] And you're calling in for benefits for this member?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] And would you like a fax it?
[CUSTOMER][POSITIVE] That would be awesome, yes.
[AGENT][NEUTRAL] May I have the fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] 313-2. OK, [PII], I will get that submitted over to you. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Um, can you verify the claim submission address?
[AGENT][NEUTRAL] Yes, the mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect. And is there a payer ID?
[AGENT][NEUTRAL] The electronic payer ID is 60801.
[CUSTOMER][POSITIVE] Awesome thank you so much for your help.
[AGENT][NEUTRAL] You're welcome and I'm submitting that fax over to you now.
[CUSTOMER][POSITIVE] Thank you have a good evening.
[AGENT][POSITIVE] Same to you and thank you so much for calling American Public Life. Enjoy the rest of your day.