AccountId: 011433970860
ContactId: 55993469-82f9-4f14-8ce9-50d45b805044
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320839 ms
Total Talk Time (AGENT): 98529 ms
Total Talk Time (CUSTOMER): 84676 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/55993469-82f9-4f14-8ce9-50d45b805044_20250214T15:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I
[AGENT][NEUTRAL] May I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am, I need this is, uh, [PII] calling from Doctor [PII]'s office. I just need, um, benefits for a patient please.
[AGENT][POSITIVE] OK, I can help you with um benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I please get your callback number, ma'am just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] What's that? I'm sorry.
[AGENT][NEUTRAL] What is the patient's name?
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] And then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number, please?
[CUSTOMER][NEUTRAL] What is it? I'm sorry you keep cutting out.
[AGENT][NEUTRAL] I'm sorry, the policy number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, it's 434-880-033.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, that is not one of our policy numbers.
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Alright, uh, 658-263.
[AGENT][NEUTRAL] Let me look one up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, that's not a policy number either.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, well, um.
[CUSTOMER][NEUTRAL] That's the number on the card and then the first one was the social.
[AGENT][NEUTRAL] Oh wait wait wait, I put a front of it and I did pull him in that way.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I tried it and OK, so I've got him pulled up now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And his policy, yes, I, I put it there, I played with it and got it to work. OK, his, um, effective date of his policy is [PII]. The policy is active.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh OK
[AGENT][NEUTRAL] And is his real name [PII]?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because this is for
[CUSTOMER][NEUTRAL] That is, that is um her husband's name.
[AGENT][NEUTRAL] OK, OK. All right, and I see [PII] on there also with the same effective date. And if you give me your fax number, I can send you a fax back with the complete benefit breakdown for this um policy.
[CUSTOMER][NEUTRAL] [PII] mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, that would be great it's uh [PII].
[AGENT][NEUTRAL] OK, and then do, how do I spell your name [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I get that fax ready for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], I've got that fax on its way to you now.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Awesome thank you so much.
[AGENT][POSITIVE] You're very welcome. You have a good happy [PII] and thank you for calling APL.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Mm bye bye.