AccountId: 011433970860
ContactId: 54ca85a3-3bfb-4dd5-ad06-69e25251fceb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118489 ms
Total Talk Time (AGENT): 55346 ms
Total Talk Time (CUSTOMER): 43185 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/54ca85a3-3bfb-4dd5-ad06-69e25251fceb_20250108T15:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, this is [PII] calling from Lone Star Pediatric Dal and braces. I'm just calling to get a fax on a patient.
[AGENT][NEUTRAL] Uh, a fax back with the benefit information?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK yeah I can send that to you. I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Uh, can I, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] 02492096
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Um, [PII] Heart 4594, but I'm calling for [PII] Heart 510-19.
[AGENT][NEUTRAL] OK perfect thank you for that. Uh, so this policy is active. Effective date was [PII] and what was that fax number for you [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what I just put this to your attention?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] OK, I will go ahead and get that sent to you. You should get it maybe about 10-15 minutes depending on how busy your machine is. Um, did you have any other questions for me?
[CUSTOMER][NEUTRAL] No, ma'am, um, actually I do have one question. Are the PAs covered at 100%?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, bear with me just a moment. Let me check that.
[CUSTOMER][NEUTRAL] OK. The code is [PII].
[AGENT][NEUTRAL] Get it pulled up here.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, that is 0220 is basic, so that would be 80%.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][POSITIVE] Thank you bye bye.