AccountId: 011433970860
ContactId: 910fc9a7-7857-4272-be1e-688b0312479f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110680 ms
Total Talk Time (AGENT): 39459 ms
Total Talk Time (CUSTOMER): 46481 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/2025/04/03/910fc9a7-7857-4272-be1e-688b0312479f_20250403T19:43_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yeah, I'm trying to get benefit information faxed please.
[AGENT][POSITIVE] I'd be happy to assist with benefits. May I have your first name please?
[CUSTOMER][NEUTRAL] Yeah [PII].
[CUSTOMER][NEUTRAL] And I'm from a provider's office.
[AGENT][POSITIVE] OK, and Miss [PII], if you can please give me a good call back number for you.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 026-07647.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh huh, um, so.
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] Parga
[CUSTOMER][NEUTRAL] And then date of birth for [PII] is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is active. Effective date is [PII]. 1 moment while I pull up the fax back.
[AGENT][NEUTRAL] And what is that fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] You should receive that fax in the next 10 minutes. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No ma'am, that's it thank you so much.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] Bye bye you too.
[AGENT][NEUTRAL] Bye-bye.