AccountId: 011433970860
ContactId: 44787f82-b202-42b7-94ed-4d8c9ae5c642
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100980 ms
Total Talk Time (AGENT): 51519 ms
Total Talk Time (CUSTOMER): 35858 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/44787f82-b202-42b7-94ed-4d8c9ae5c642_20250213T19:35_UTC.wav
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[AGENT][NEUTRAL] For contacting. This is. May I help you?
[CUSTOMER][NEUTRAL] Um, hi, I was trying to see if I could request a fax back of benefits for a patient.
[AGENT][NEUTRAL] I can help with the fax that. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] I see, thank you. What is that policy number we're looking at today?
[CUSTOMER][NEUTRAL] I have.
[CUSTOMER][NEUTRAL] 02494890
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, I do appreciate that. Um, I can send you a fax back on that information. Now, is there, uh, in the event that they have any uh problems with the fax, is there a callback number I can have so I can get in touch with you?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII] is the phone number and then I'll give you this fax as well.
[AGENT][NEUTRAL] Yes, and what is that please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, great. So what I'm gonna do is I'm gonna go ahead and, and uh send this to you now. Um, is there any questions that I can answer before I send off this fact?
[CUSTOMER][NEUTRAL] Um, I just wanna make sure that it is active.
[AGENT][NEUTRAL] Yes, it went into effect on [PII]. The policy is still active, and it looks like for the calendar year [PII], none of the benefits have been used. So, um, I'll send this to you right now, uh, [PII], and if you have any questions, just let me know.
[CUSTOMER][POSITIVE] OK awesome.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, well, thank you for contacting AP. Have a good day.