AccountId: 011433970860
ContactId: 48da5bca-026f-4894-820e-f18fb8779992
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 370690 ms
Total Talk Time (AGENT): 148405 ms
Total Talk Time (CUSTOMER): 84638 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/48da5bca-026f-4894-820e-f18fb8779992_20250417T13:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was just trying to get a fax so I could benefits for a few patients.
[AGENT][NEUTRAL] OK. You have more than one patient that you're needing a fax back for, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, so they're all under the same policy.
[AGENT][NEUTRAL] OK, so it's like a family.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Did you say yes on that? I'm sorry, I didn't hear you. OK, yes ma'am, I can help you and who am I speaking with please?
[CUSTOMER][NEUTRAL] Yes, yes, yes, it is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] It is 1007294.
[AGENT][NEUTRAL] OK, thank you one moment while I get that information pulled up.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. I will need to verify uh several things with you for security. So first off, what is the subscriber's name and date of birth?
[CUSTOMER][NEUTRAL] Are you, you, you need the, uh, kids or you need a policy holder? I'm sorry.
[AGENT][NEUTRAL] Well, I need, I need every single one that you're gonna want information about.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'll need it for [PII], and [PII].
[AGENT][NEUTRAL] OK, so [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK. And the next one?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the first name again?
[CUSTOMER][NEUTRAL] Uh, [PII] for that one.
[AGENT][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] And then [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, is that the only 3?
[CUSTOMER][NEUTRAL] Yes, just 3.
[AGENT][NEUTRAL] OK, so do they need to be on separate fax packs? They are all covered under this policy and it is active effective [PII].
[CUSTOMER][NEUTRAL] As long as each of their names show on there, you can send it like as one if you want to or if you have to send it separately to show like each name, that's fine too.
[AGENT][NEUTRAL] OK, so just let me, um,
[AGENT][NEGATIVE] Let me do them separately because I'm not gonna have enough room to send.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] All of them together and since they have different last names.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a few minutes here.
[AGENT][POSITIVE] Go ahead and give me a good fax number for you, [PII].
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and does it need to have your name on it or is that not necessary?
[CUSTOMER][NEUTRAL] Wait, wait, it's not necessary it's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Does, do your faxes come to your email, [PII], or do they go to an actual fax machine?
[CUSTOMER][NEUTRAL] They go to an actual fax machine.
[AGENT][NEUTRAL] OK, so I hope they all come through.
[AGENT][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] just let us know, OK.
[CUSTOMER][NEUTRAL] That the total bill now.
[CUSTOMER][NEUTRAL] Uh, yes, it'll email you want to pay for.
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] OK, [PII], so I have sent each of those 3 separately, so they are on their way, so I hope that, you know.
[AGENT][NEUTRAL] That you'll receive them and that it won't time out if they're receiving, you know what I mean? um if they're coming through so anyway but they um they are on their way and then I don't know if you already have our website, but once we have processed the claims here at APO we do have a portal that you should be able to check claim status in and that website is secured. [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, alright, well thank you so much for your help.
[AGENT][POSITIVE] All right. Well, you're certainly very welcome. So is there anything else I can help you with this morning?
[CUSTOMER][POSITIVE] No, ma'am, that is it. Thank you so much.
[AGENT][POSITIVE] OK, well, you're welcome and thank you again for calling APL [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Yes ma'am, thank you. Bye bye.
[CUSTOMER][NEUTRAL] OK.