AccountId: 011433970860
ContactId: 55d9e50c-6e2c-401c-8b3a-166c0a3b488b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109180 ms
Total Talk Time (AGENT): 42905 ms
Total Talk Time (CUSTOMER): 28689 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/2025/03/25/55d9e50c-6e2c-401c-8b3a-166c0a3b488b_20250325T12:43_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I was calling to verify eligibility and benefits for one of our patients.
[AGENT][NEUTRAL] OK, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And do you have a callback number I can get?
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, um, that is 02598021.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, I can help you with that.
[AGENT][NEUTRAL] What date of service was it for?
[CUSTOMER][NEUTRAL] Um, today.
[AGENT][POSITIVE] Uh, for, uh, I'm sorry.
[AGENT][NEUTRAL] Would you like the benefits over the phone or would you like a fax back?
[CUSTOMER][NEUTRAL] Um, a fax back.
[AGENT][NEUTRAL] OK, I can fax those to you. What's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'll fax that to you. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.