AccountId: 011433970860
ContactId: 919329c8-acee-46d1-82ad-e69bf308dd3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111239 ms
Total Talk Time (AGENT): 34079 ms
Total Talk Time (CUSTOMER): 76810 ms
Interruptions: 1
Overall Sentiment: AGENT=2.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/919329c8-acee-46d1-82ad-e69bf308dd3c_20250324T14:21_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] Because your insurance doesn't take it.
[AGENT][NEUTRAL] How may I assist you?
[CUSTOMER][NEUTRAL] Hello, I um need to get a fax back of eligibility and benefits please.
[AGENT][NEUTRAL] OK, may I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] And a callback number is [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Uh yes ma'am, the policy number is 614213 mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I wanna go on.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's, that's a little
[CUSTOMER][NEUTRAL] Yeah well
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, yes, [PII], [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility and a fax back for this member?
[CUSTOMER][POSITIVE] Yes ma'am, and then yeah if we can get just a little breakdown of benefits.
[AGENT][NEUTRAL] May I have that fax number?
[CUSTOMER][NEUTRAL] So I can
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] And I'm pulling the information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And in regards to this member, the policy effective date is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome and I will get that fax back submitted over to you. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Have a good day
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's all.
[AGENT][POSITIVE] I do wanna thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Yes no problem
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you bye.