AccountId: 011433970860
ContactId: 746d3796-b164-4e4c-bc9d-ab9d9106e8e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166059 ms
Total Talk Time (AGENT): 55372 ms
Total Talk Time (CUSTOMER): 37590 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/746d3796-b164-4e4c-bc9d-ab9d9106e8e9_20250114T18:31_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], I just wanted to get um
[CUSTOMER][NEUTRAL] A, uh, benefax for a patient's eligibility, please.
[AGENT][POSITIVE] Yeah, I'd love to help you with that today. Do you mind if I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. That's [PII]
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] And the number is gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And what's your member's policy number today?
[CUSTOMER][NEUTRAL] That's gonna be 022.
[CUSTOMER][NEUTRAL] 96
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 447.
[AGENT][POSITIVE] Wonderful, thank you.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And would you be able to verify for me, please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, patient is [PII] M. Date of birth is, uh, [PII].
[AGENT][POSITIVE] Thank you, perfect.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Just getting the fax back pulled up for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes, my pleasure.
[AGENT][NEUTRAL] Alright, and Ms. [PII], are you gonna want that made attention to yourself today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Wonderful. What's that, um, what's the fax number I'm sending that to?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], did I get that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, I'm hitting send on that now. You should be receiving it within 5 to 15 minutes. Is there anything else I can do for you today?
[CUSTOMER][POSITIVE] No, that'd be all. Thank you so much for your help.
[AGENT][POSITIVE] Yeah it's my pleasure thanks for calling APL and you have such a fabulous day.
[CUSTOMER][POSITIVE] Thank you you too take care bye bye.
[AGENT][POSITIVE] My, my pleasure. Bye-bye.