AccountId: 011433970860
ContactId: 4dce4912-1ee4-43a2-aac2-b26bbcc08e14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100239 ms
Total Talk Time (AGENT): 42937 ms
Total Talk Time (CUSTOMER): 53749 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/4dce4912-1ee4-43a2-aac2-b26bbcc08e14_20250514T13:00_UTC.wav
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[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was just trying to get an eligibility fax back for one of my patients today.
[AGENT][NEUTRAL] OK, I'll be able to help you with the fax back. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it is [PII] and our office contact is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 02410987.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Oh, this mom needs to schedule ortho consult for [PII] [PII]
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, hold on one moment.
[CUSTOMER][POSITIVE] I got you ready for an ortho appointment for [PII] if you want.
[CUSTOMER][POSITIVE] Oh perfect. OK, I'm sorry.
[AGENT][NEUTRAL] And what is a good fax number to? No, you're fine. What's a good fax number to send the um fax back to?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And do I need to put attention to [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That would be perfect.
[AGENT][NEUTRAL] Alright, so I'm faxing this over to you now, [PII], was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No ma'am, you are amazing thank you so much.
[AGENT][POSITIVE] Thank you. Well, you also, and thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.