AccountId: 011433970860
ContactId: 6a57e965-4e1a-4136-bf6b-774b31a7b044
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161139 ms
Total Talk Time (AGENT): 53434 ms
Total Talk Time (CUSTOMER): 69845 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/6a57e965-4e1a-4136-bf6b-774b31a7b044_20250610T20:38_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], my name is [PII]. I'm calling from a provider's office.
[AGENT][POSITIVE] OK. And how can I help you today?
[CUSTOMER][NEGATIVE] Um, I am trying to get a fax back of benefits. Um, I called earlier, maybe like an hour or two ago, and I was supposed to get a fax back. She said 5 minutes and I never received that fax back.
[AGENT][NEUTRAL] OK, [PII], do you have a good uh callback number?
[CUSTOMER][NEUTRAL] Yes, a good callback number is [PII].
[AGENT][NEUTRAL] OK, and you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, that policy number is 262-272-9.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Uh, date of birth is [PII].
[AGENT][NEUTRAL] OK. Mm.
[AGENT][NEUTRAL] OK, um, and what was the, um, fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm gonna get out $39 for the X-ray whenever you're ready to do the number.
[AGENT][NEUTRAL] OK, I'll get, let me repeat that back to you. I don't have a note for this.
[AGENT][NEUTRAL] A member.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] She's
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you called earlier to verify benefits on that member, is that right?
[CUSTOMER][NEGATIVE] Yes, yes, I called earlier to get a fax back and I already received it. The lady said, give her 5 minutes, and I was like, OK, it's been like 2 hours. I haven't received it.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And just to verify, [PII]. Is that right?
[CUSTOMER][NEUTRAL] Yes ma'am, yes ma'am, that's the fax number.
[AGENT][NEUTRAL] OK, I'm gonna fax it right now it's same thing it should just take a few minutes, um, and then you should receive it if for some reason I get a denial, um.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I'll give you a call back and let you know that it didn't go through, but it generally takes about 5 minutes, so.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.