AccountId: 011433970860
ContactId: 66bb2eed-de00-4d04-8dec-1b3c208f0146
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298209 ms
Total Talk Time (AGENT): 70988 ms
Total Talk Time (CUSTOMER): 36776 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/66bb2eed-de00-4d04-8dec-1b3c208f0146_20250217T20:35_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm just trying to get a verification of benefits for a patient.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and my callback number is [PII].
[AGENT][NEUTRAL] OK, [PII]. Thank you. And what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his policy number?
[CUSTOMER][NEUTRAL] 00654254
[AGENT][NEUTRAL] OK, let me look him up real quick.
[AGENT][NEUTRAL] OK, that's not pulling in as a policy number for me?
[AGENT][NEUTRAL] Do you see another number?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][POSITIVE] Maybe uh, let me try to restart this program real quick. Maybe that'll help.
[AGENT][NEUTRAL] Just give me a little red light. So I'm just gonna
[AGENT][NEUTRAL] Do it just to make sure. So it's gonna be just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna try that number again after I restart.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yep, that's what it was. I've got him pulled up now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Sorry about that.
[AGENT][NEUTRAL] OK, he does have an active policy and his effective date is [PII], and if you give me your fax number, I can send you a fax back with this complete benefit breakdown for you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] 355-5275
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I get this fax ready and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII], I have that fax on its way to you now.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're very welcome you have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Alright bye bye.