AccountId: 011433970860
ContactId: 7621e76d-b097-4cf9-afdf-fc76562ed6c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110739 ms
Total Talk Time (AGENT): 50647 ms
Total Talk Time (CUSTOMER): 37307 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/7621e76d-b097-4cf9-afdf-fc76562ed6c6_20250113T19:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I need to find out if you will accept a faxed claim.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with that information. First, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII] and callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Um, now, let's see. Can I get the policy number that you're calling about?
[CUSTOMER][NEUTRAL] Yes ma'am, it is 1098605.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is for [PII] and his date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Yes, ma'am. We do take claims via fax and also he does have a new policy number. I can also give you that information.
[CUSTOMER][NEUTRAL] Oh sure, please.
[AGENT][NEUTRAL] OK. His new policy number is 020.
[AGENT][NEUTRAL] 30118.
[CUSTOMER][NEUTRAL] Alright, and what is that claim that fax claim number?
[AGENT][NEUTRAL] Um, the fax number is 877.
[AGENT][NEUTRAL] 3659423 and please attention it to the claims department.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][POSITIVE] All right, great.
[AGENT][NEUTRAL] OK. Is there
[CUSTOMER][POSITIVE] I appreciate your help.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No ma'am, that was it.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.