AccountId: 011433970860
ContactId: 8fa797f3-523a-4e37-ba6e-ee62a2ececd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75519 ms
Total Talk Time (AGENT): 34090 ms
Total Talk Time (CUSTOMER): 27322 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/8fa797f3-523a-4e37-ba6e-ee62a2ececd8_20250530T14:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am needing a benefit fax for a patient please.
[AGENT][POSITIVE] OK. Happy to ask benefits. Can I get their policy number?
[CUSTOMER][NEUTRAL] Uh yes, it is 02437492.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you. And then for documentation, can I get your first name?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, it is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So the patient's plan has terminated as of [PII]. I don't see any other active coverage with us.
[CUSTOMER][NEUTRAL] OK, is that the full uh plan or just her?
[CUSTOMER][NEUTRAL] For him sorry, him.
[AGENT][NEUTRAL] Yeah, the, the full, no, yeah, the full plan is terminated as of that date.
[CUSTOMER][NEUTRAL] OK, alright, that is all I needed.
[AGENT][POSITIVE] All right, have a good day, [PII].
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Bye.