AccountId: 011433970860
ContactId: 78572817-4465-497a-9b2c-97a4782c1a33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116900 ms
Total Talk Time (AGENT): 38792 ms
Total Talk Time (CUSTOMER): 46770 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/78572817-4465-497a-9b2c-97a4782c1a33_20250611T13:33_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling to get some information, uh, well some benefit information on one of your patients, please.
[AGENT][POSITIVE] Hey, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] 026372221
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, so the policy active and effective [PII].
[AGENT][NEUTRAL] Um, I can send over a fax that outlines all the codes that are covered with frequency and duration unless there's something you need to go over on the phone.
[CUSTOMER][NEUTRAL] No, it's fine you can send me the fax please.
[AGENT][NEUTRAL] OK. Um, what's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I'll get that faxed over. It just takes a few minutes and is there anything?
[CUSTOMER][NEUTRAL] Let yeah
[CUSTOMER][NEUTRAL] Let me just ask a few questions. The plan is, uh, for the car insurance is 100 for preventive, 80 for basic, and there's no major coverage, right?
[AGENT][NEUTRAL] Um, let me get it pulled up real quick. Not a guarantee of payment, basic outline of the policy. Yes, that's correct.
[CUSTOMER][NEUTRAL] And then $500 max, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect. Alright, thank you so much. I'll wait for the fax.
[AGENT][POSITIVE] OK, thank you for calling [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.