AccountId: 011433970860
ContactId: 7adf5e11-a56f-4a51-866c-db112edfdab9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154220 ms
Total Talk Time (AGENT): 71458 ms
Total Talk Time (CUSTOMER): 65621 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/7adf5e11-a56f-4a51-866c-db112edfdab9_20250129T17:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello Miss [PII], I need to get a benefit breakdown faxed over for a patient of ours.
[AGENT][POSITIVE] All right. I'm happy to check on benefits for you today. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] 00613371
[AGENT][NEUTRAL] Alright, let me pull that up here one sec.
[AGENT][NEUTRAL] And if I could get the patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you so much. So patient plan is active. The effective date on this is [PII].
[CUSTOMER][NEUTRAL] We'll just pray over it and.
[AGENT][NEUTRAL] And where is a good phone number to send the fax back to?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Can you tell me what the renewal month is? I'm sorry.
[AGENT][NEUTRAL] Just to confirm and that was.
[AGENT][NEUTRAL] No, that's OK
[AGENT][NEUTRAL] I just confirmed the number was [PII] correct?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me look at.
[CUSTOMER][NEUTRAL] No, it says the declined uh on the.
[AGENT][NEUTRAL] All right, so it looks like the member um does a monthly payment from their job, so it's paid to date on [PII], so it's.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Right now paid through the end of the month, is that what you were looking for?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] I got you, right, so like usually everybody's insurance has a renewal month of, you know, January most popular, but sometimes July, um, and this one just happened to be blank, so that's why I asked.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, it would have been renewal would have been in January.
[CUSTOMER][NEUTRAL] But it's a monthly kind of thing?
[AGENT][POSITIVE] Yeah, exactly.
[CUSTOMER][NEUTRAL] OK, OK, well, alrighty, well that's all I needed to know and that fax will be over today you think?
[AGENT][NEUTRAL] Yes ma'am, it should be there in about 5 minutes.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. You have a good day.
[CUSTOMER][NEUTRAL] You too.