AccountId: 011433970860
ContactId: 641bd453-443c-449d-96aa-64991e853172
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96199 ms
Total Talk Time (AGENT): 47301 ms
Total Talk Time (CUSTOMER): 28738 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/641bd453-443c-449d-96aa-64991e853172_20250418T18:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm just trying to get a fax back of patient benefits.
[AGENT][POSITIVE] OK, I can definitely send you a fax back and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yep, the phone number is [PII].
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Yep, that's 01833994.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII]. And what's a good fax number to send the fax back to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is that attention [PII]?
[CUSTOMER][NEUTRAL] Uh, no, no extension.
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alrighty, well, I will go ahead and fax the fax back over to you now. Was there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Nope, that was it.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL and I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye.