AccountId: 011433970860
ContactId: 4553f35a-5fed-400c-9bd2-fa4d3a95738a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112599 ms
Total Talk Time (AGENT): 55261 ms
Total Talk Time (CUSTOMER): 36243 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/4553f35a-5fed-400c-9bd2-fa4d3a95738a_20250217T18:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I am calling to see if the patient is active.
[AGENT][NEUTRAL] Yeah, I guess I can see if the policy is active. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] I do it's 603-609.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It's um [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. So this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] OK, um, is it still a fee schedule plan or is it um.
[AGENT][NEUTRAL] Yes, um, so with this plan it pays a set dollar amount per benefit. Um, would you like me to send you a copy of that fax back that shows the benefit information?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, sure, what's that fax number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, I will go ahead and get that sent to you. Uh, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am, that's gonna be it.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.