AccountId: 011433970860
ContactId: 78948e02-b287-49e1-a30b-26f9dd8e11eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88480 ms
Total Talk Time (AGENT): 28059 ms
Total Talk Time (CUSTOMER): 64541 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/78948e02-b287-49e1-a30b-26f9dd8e11eb_20250123T17:15_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling from a provider's office. Um, um, do you guys do fax back of benefits?
[AGENT][NEUTRAL] We do. Can I have your name and a callback number and that policy number?
[CUSTOMER][NEUTRAL] OK, it's [PII], wait a minute, [PII] and my name is um is [PII] and the policy number is 2361978.
[AGENT][NEUTRAL] Pronounce.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII]. Could you verify that patient's name and date of birth that you're requesting to fax back for?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And what is your fax number?
[CUSTOMER][NEUTRAL] I tell my mom she
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] calling to request the fax back. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes ma'am, yes.
[CUSTOMER][NEUTRAL] Um, no, but hold on, do they still have a 1500 max?
[AGENT][NEUTRAL] Yes, it starts off from January to December.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, hold on, I just wanna make sure we got everything. Well, it will have it on the fax back. OK, well thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks, bye.