AccountId: 011433970860
ContactId: 7a3436a2-b85f-4881-a36b-500a62ff4c39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123449 ms
Total Talk Time (AGENT): 70785 ms
Total Talk Time (CUSTOMER): 32472 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/7a3436a2-b85f-4881-a36b-500a62ff4c39_20250102T14:16_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes, I was trying to see if I can get a fax back of um benefits on a patient.
[AGENT][POSITIVE] Sure, I can give you, I'm sending you a fax back. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII], and it's 229.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] It's 02477854.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, it's [PII], [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective, um, hold on one moment.
[AGENT][NEUTRAL] Since [PII]. And what's a good fax number for the fax bag?
[CUSTOMER][NEUTRAL] Um, it's 229
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do I need to put attention, [PII]?
[CUSTOMER][POSITIVE] That's fun.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, so on the fax back.
[AGENT][NEUTRAL] Excuse me, on the fax back you'll see the calendar year max, deductible, the frequencies, um, percentages, all the exclusions, all the ways to file a claim, and then there's a list of codes. If the code you're looking for is not on this list, then it wouldn't be covered by the policy.
[CUSTOMER][POSITIVE] OK sounds good.
[AGENT][POSITIVE] All right, so I'll go ahead and send this over to you now. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be it.
[AGENT][POSITIVE] All right, well, thank you so much for calling APL. I hope you have a great day and happy New Year.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mm bye bye.